Senior Customer Success Manager

Senior Customer Success Manager - GoTAM

Our client is a B2B SaaS company that supports major food retailers (supermarkets, hypermarkets) in managing and valorizing unsold products in stores. Their solution helps chains reduce losses on products nearing expiration, optimize restocking decisions, better manage in-store operations with data, and generate additional revenue while reducing waste. The product is used directly by store teams, with measurable economic and environmental impact. The company has over 10 years of existence, operates in 12 countries, equips over 2,000 points of sale, and has over 70 employees, having saved hundreds of millions of products.

Role Overview

The company is entering a pivotal phase with a major strategic account to manage, a strong dependence to secure, and a clear ambition to diversify and structure its client portfolio. Customer Success is therefore a key lever. Reporting to the Head of Customer Success, you will manage a hybrid portfolio: a major strategic account managed as a trio, and existing and future accounts that are set to grow. Your objective is to maximize the value generated for clients, focusing on retention, expansion, adoption, and concrete impact. You will be responsible for your portfolio as a mini-business with a strong field dimension.

Key Responsibilities

• Strategic Account Management: Contribute to managing a key client (approx. 30% of ARR) within a trio, secure revenue, limit risks (churn, dependency), navigate complex multi-stakeholder environments (stores, regional, HQ), and participate in high-stakes discussions with senior stakeholders.
• Value Orchestration: Analyze account performance (usage, ROI, adoption), identify concrete optimization levers in-store, and build/manage action plans.
• Retention & Expansion: Anticipate weak churn signals, structure solid renewal strategies, and identify expansion opportunities (new areas, new stores).
• Portfolio Development: Support the growth of new accounts, structure scalable management, and transform accounts into future strategic clients.
• Onboarding & Deployment: Drive the launch of new accounts or pilots, accelerate time-to-value, and scale quick wins into large deployments.
• Field Presence: Spend approximately 20% of your time in stores to understand real-world challenges, connect strategy to operational constraints, and relay key insights to product and business teams.
• Customer Success Structuring: Contribute to process improvement, participate in prioritization efforts, and help evolve the CS function during a scaling phase.

Performance Measurement

Your performance will be measured by:

• GRR (Gross Revenue Retention)
• NRR (Net Revenue Retention)
• Product Adoption / In-store Usage
• Time-to-Value for New Deployments
• Ability to Secure and Grow Accounts

What This Role Offers

• Direct exposure to a critical business issue.
• Trio-based work on a strategic account for a cross-functional view.
• Hybrid role combining execution and structuring.
• Concrete, visible, and measurable impact.
• Growth environment with major clients.
• Balance between field work and strategic thinking.

Profile Sought

• Experience: 5+ years in Customer Success or Account Management, indispensable B2B SaaS experience, and experience with complex accounts (multi-stakeholder, renewal challenges).
• Skills: Ability to navigate complex organizations (field + HQ), comfortable with senior stakeholders, strong grasp of retention and expansion dynamics, ability to structure (account plans, prioritization), data-driven performance management.
• Mindset: Strong ownership, comfortable in a developing environment, team player (trio work), enjoys field work and operational environments.
• Bonus: Retail/food distribution experience, field experience (regular store visits).
• Languages: Fluent French required, professional English.
• Other: Valid driver's license required.

Key Skills/Competency

• Customer Success Management
• Account Management
• B2B SaaS
• Client Retention
• Client Expansion
• Strategic Account Management
• Data Analysis
• Stakeholder Management
• Revenue Growth
• Retail Technology