Customer Success Manager - SAAS - Lyon
Pennylane · Lyon, Auvergne-Rhône-Alpes, France
- Hybrid
- Full-time
- $75,000 / year
- Lyon, Auvergne-Rhône-Alpes, France
Job highlights
- Manage a client portfolio for adoption and retention.
- Develop onboarding and adoption strategies.
- Drive client value through data-driven insights.
- Prevent churn and identify expansion opportunities.
- Collaborate with internal teams for client success.
About the role
About Pennylane and the Vision
Pennylane is seeking a motivated individual to join a rapidly growing company that values autonomy and trust. This is an opportunity to contribute directly to helping entrepreneurs manage their finances more effectively. Our vision is to become the leading financial management software for European SMEs, by simplifying accounting and financial tasks for entrepreneurs and providing them with crucial financial insights for better decision-making. We also aim to support accounting firms by reducing their time spent on repetitive tasks, allowing them to focus more on client advisory services.
About Pennylane's Growth and Impact
As one of France's fastest-growing FinTechs, Pennylane is expanding into the European market. In just five years, we have established ourselves as an innovative accounting and financial management solution provider. We have successfully raised €400 million from renowned investors, including Silicon Valley's Sequoïa Capital. Our team has grown from 7 co-founders to 1000 employees, boasting an average Glassdoor rating of 4.9/5 and 94% employee recommendation. We have built an international team of employees from 25 countries, fostering a flexible remote work culture. Thousands of users trust Pennylane, and over 900,000 SMEs and 6,000 accounting firms in France already use our solution.
Role Overview: Customer Success Manager - Small Accounts
To support our growth, we are expanding our Customer Success team with a role focused on small accounts, including creators, new firms, and small businesses. This position is central to our mission of maximizing value for a large portfolio of clients through efficient, digitized, scalable, and data-driven support. As a CSM Small Accounts, you will be responsible for the adoption, satisfaction, and retention of your client portfolio. You will develop simple and effective onboarding and adoption paths, implement 1:1 and 1:many engagement strategies, and monitor account health using data. Your primary goals will be to reduce time-to-value, encourage regular Pennylane usage, prevent churn, and identify expansion opportunities.
Key Responsibilities
- Portfolio Management: Segment your portfolio and define playbooks for different client types (creators, small firms, early adopters). Develop lightweight, actionable Success Plans with clear milestones (activation, key feature adoption, autonomy). Implement appropriate coverage rituals: targeted 1:1 meetings,
Skills & topics
- Customer Success Manager
- SaaS
- FinTech
- Account Management
- Client Retention
- Onboarding
- Adoption
- Salesforce
- Customer Support
- CRM
How to get hired
- Tailor your resume: Highlight your 2+ years of accounting/audit experience and tech enthusiasm. Emphasize organizational, prioritization, and data skills using CRM and KPI examples.
- Showcase communication skills: Prepare examples demonstrating your ability to explain complex concepts simply and persuade clients.
- Demonstrate data-driven approach: Be ready to discuss how you use usage and health metrics to manage accounts and prevent churn.
- Understand Pennylane's mission: Research their vision for European SMEs and their innovative financial software solutions.
- Prepare for interview stages: Be ready for interviews focusing on your experience, problem-solving skills, and fit with a fast-paced, collaborative environment.
Technical preparation
Behavioral questions
Frequently asked questions
- What is the primary goal of a Customer Success Manager at Pennylane?
- The primary goal of a Customer Success Manager at Pennylane is to maximize the value delivered to a portfolio of clients, ensuring their adoption, satisfaction, and retention by driving regular usage and preventing churn.
- What kind of experience is required for the Customer Success Manager role at Pennylane?
- The role requires a minimum of 2 years of experience in an accounting firm or audit environment, with a strong understanding of accounting principles and a keen interest in technology. Excellent relational and pedagogical skills are also essential.
- How does Pennylane support employee growth and development?
- Pennylane fosters growth through a dynamic work environment, opportunities to shape the future of financial management, and a culture of autonomy and trust. They also offer various benefits like professional development support and a collaborative team atmosphere.
- What is Pennylane's approach to remote work and team collaboration for the Customer Success Manager position?
- Pennylane offers a flexible remote work culture and emphasizes collaboration. They organize regular team events, including virtual meetings every three months and an annual company-wide seminar, to foster cohesion among all employees, whether remote or office-based.
- How does Pennylane ensure a positive candidate experience during the recruitment process for a Customer Success Manager?
- Pennylane has a structured four-step recruitment process involving a Business Recruiter, Team Lead, team members for a practical exercise, and the Partner Success Director. They also provide important information to candidates regarding recruitment scams and official application channels.
- What are the key performance indicators for a Customer Success Manager at Pennylane?
- Key performance indicators would likely include client adoption rates, customer satisfaction scores (NPS/CSAT), client retention rates, churn reduction, and successful identification of expansion opportunities within the assigned portfolio.
- Does Pennylane provide training for the Customer Success Manager role?
- While specific training details aren't listed, the job description emphasizes building effective onboarding and adoption paths, suggesting that ongoing learning and development are integral to the role and company culture. The role also involves contributing to content and improving playbooks, indicating a learning environment.