Customer Success Manager

Who you are

• This role can be a strong fit if you enjoy owning both the relationship and the revenue: building executive trust that lasts through difficult project phases, and running the full commercial cycle yourself. We are looking for someone who treats a client portfolio as a business to grow, with the discipline of account care and the reflexes of a closer
• You have at least 5 years of experience managing enterprise client portfolios in B2B SaaS, as a Customer Success Manager, Strategic Account Manager, or an Account Executive with genuine account management ownership
• You have personally owned the full sales cycle: renewals, upsell, cross-sell, negotiation and closing. You have deals where you ran the negotiation and the close yourself
• You have managed a high-touch portfolio of 10 to 25 accounts with a structured, recurring, senior-level cadence per account
• You qualify and run long, complex cycles with a structured methodology (MEDDIC, BANT, SPIN or equivalent), and you can show how it changed a real deal
• You have built and sustained direct relationships with Directors and C-levels over 12 months or more, beyond operational contacts, including through difficult project phases
• You turn project data into business narratives: you select the indicators that matter to your client's stakes (ROI, adoption, impact) instead of reporting raw activity
• You have worked with US & EMEA based enterprise clients and international stakeholders
• You speak and write English at a C2 level. Concise, structured, impactful communication is verified at every step, and the entire hiring process runs in English
• Sustained relationship building. You create trust quickly and maintain it over months: proactive cadence, re-engaging silent sponsors, staying present at Director and C-level rather than retreating to operational contacts
• Proactivity. You anticipate needs, risks and opportunities before the client raises them, and you detect churn signals early
• Prioritization. You take height on your portfolio regularly, rank accounts by value, risk and renewal proximity, and arbitrate your own agenda accordingly
• Team play in a duo. You work as a true pair with a Project Manager: proactive mutual information, respect for their constraints, shared focus on the client's business goals. Prior experience of a CSM and PM duo model is a plus
• Humility and coachability. You self-assess honestly and integrate feedback fast
• Domain and tooling exposure. Internal communications, employee advocacy or engagement knowledge, CS tooling (Gainsight, Planhat or equivalent), BI dashboards, or frontline-worker and manufacturing client contexts are all pluses, none is required
• Sociabble is a structured and demanding environment. Team members are expected to clarify problems, propose solutions, and take ownership of their topics from start to finish
• AI is part of everyday work across all teams. We use it to structure thinking, produce, analyze, and automate
• This environment will suit you if you enjoy working with autonomy, adjusting your approach along the way, and being supported as you progress
• Your experience should help raise standards: understanding what already exists, asking the right questions, then proposing what needs to evolve. Management stays close to the field. What you deliver has a visible and measurable impact
• We value a consulting type of approach. Each customer benefits from a dedicated two-person team, combining business and project expertise, with the goal of becoming a trusted long-term partner. If you enjoy understanding a company’s challenges before proposing a solution, building long-term relationships, and supporting accounts with a high level of proximity, that is a strong signal

What the job involves

• You own the business side of enterprise accounts in US & EMEA: strategy, growth and the executive relationship. A dedicated Digital Project Manager runs operational delivery with you, in a true duo. Your job is to be the trusted advisor sponsors call first
• You manage a portfolio of 10 to 25 enterprise accounts in a genuinely high-touch model: recurring senior-level touchpoints per account, direct relationships with Directors and C-levels, and full ownership of the commercial cycle from qualification to closing
• Build and maintain trust with senior client stakeholders over months, with a proactive cadence per account: you re-engage silent sponsors instead of waiting for the renewal
• Map each account's governance (sponsor, project teams, regional stakeholders, IT, HR) and open doors when contacts change or go quiet
• Lead Steering Committees and business reviews with executive stakeholders
• Own renewals end to end: anticipate dates months ahead, build the business case, negotiate terms and close
• Identify and qualify upsell and cross-sell opportunities with a structured methodology, then run the full cycle in autonomy
• Turn project data into outcome narratives aligned with each client's business stakes: ROI, adoption, impact
• Review and prioritize your portfolio by value, risk and renewal proximity, and arbitrate your agenda accordingly
• Detect churn signals early (usage drops, sponsor silence, stakeholder turnover) and drive the action plan
• Keep a proactive two-way sync with your Digital Project Manager so delivery serves each client's business goals.nce

The application process

• HR screen, video (45 min) with Lousia, Talent Acquisition
• Manager interview (1 hour) with Olivia, Customer Success Director
• Simulation (1h), panel with Laura and Olivia
• Reference check

Benefits

• Remote Work & Flex-Office: Sociabble is flexible when it comes to working remotely. The majority of employees do work remotely, with the option of coming into the office. Teams usually meet at least once a week in person, for specific occasions or just to be together
• Yearly Seminar: Called "SoTogether,” our annual seminar is usually held in a unique setting with all the teams. This event is both outdoor-oriented and festive, and it is the must-attend event of the year
• Friendly Moments: Departmental and cross-team events (i.e. afterworks, workshops, lunches, etc.) are regularly organized in the different offices. This is an opportunity to get together, share ideas, and celebrate the latest achievements