Customer Sucess Manager
Context:
Vizzia is scaling rapidly, with the ambition to grow from €4M ARR today to €9M by the end of 2026 and €30M by the end of 2027. Alongside new sales, this growth relies heavily on strong product adoption, customer satisfaction, and account expansion.
Today, more than 200 local authorities use Vizzia to tackle illegal dumping and better manage public space issues. Our goal is to reach 450 local authorities by the end of 2026.
Customer Success is a key driver of our growth. As a Customer Success Manager, you will manage a portfolio of local authorities and ensure the successful implementation, adoption, and long-term engagement with our solution.
You act as the main point of contact for clients from project launch throughout the entire lifecycle of the relationship. Your role is to build strong partnerships with public-sector stakeholders, ensuring they derive real value from the platform while maintaining high levels of satisfaction and retention.
You will join the Customer Experience team, made up of 5 CSMs and Léa, Customer Experience Director, who leads the team.
What you'll do:
1. Implementation & Project Launch
Lead the implementation plan with each client to ensure a structured and successful launch.
Train client teams on how to use the solution and share best practices.
Support clients in reaching at least 80% categorization within the first 3 months after launch.
Ensure early project milestones are achieved and maintain strong client engagement.
2. Adoption & Customer Success Management
Monitor product usage and identify early signals of adoption or disengagement.
Manage the client relationship through regular check-ins, usage reviews, and action plans when needed.
Build strong relationships with both operational users and decision-makers within local governments.
Track customer satisfaction (feedback, NPS, etc.) and coordinate issue resolution with internal teams.
3. Opportunity Detection & Account Growth
Identify opportunities for expansion, upsell, or new use cases within existing accounts.
Contribute to the company objective of growing the existing portfolio by 30% per year.
Collaborate with the Key Account Manager, who will lead the sales and closing phases once opportunities are identified.
Participate in account reviews to support long-term partnership development.
4. Contract Renewals
Manage contract renewals within your portfolio with a target of at least 90% renewal rate.
Prepare usage reviews and initiate renewal discussions with clients.
Negotiate renewal terms and finalize agreements.
Work closely with the KAM when more complex renegotiations or account evolutions arise.
5. Cross-functional Projects & Customer Strategy
Contribute to building and improving Customer Success processes (segmentation, tools, reporting).
Support the development of customer engagement and loyalty programs (content, campaigns, events).
Proactively suggest improvements to the overall customer experience.
Work closely with Product, R&D, and Support teams to share field insights and client feedback.
Who you are:
Experience in Customer Success, Account Management, or B2B client-facing roles.
Strong ability to manage client projects autonomously.
Excellent communication skills and ability to build long-term trusted relationships.
Strong focus on customer satisfaction and outcomes.
Ability to analyze product usage and identify growth opportunities.
Organized, structured, and able to manage multiple accounts simultaneously.
Fluent level of English.
Interest in SaaS products and/or the public sector is a plus.
Benefits:
🏡 Hybrid work, 3 days in the office, 2 days remote per week
🏝 “Contrat cadre” with RTT (between 8–12 per year depending on the number of public holidays in the current year)
💻 Mac or PC depending on your preferences
🍜 60% coverage of meal vouchers worth €9 per worked day
🚃/🚲 50% coverage for sustainable mobility allowance or pass navigo
🏥 50% coverage of health insurance (Alan)
💼 Offices located in central Paris (9th arrondissement)
☀️ Annual offsite with the whole team and plenty of company events
Recruitment process:
First video call with the Talent Acquisition Lead (30–40 min)
Video interview with the Head of Customer Success (45 min)
On-site business case with the Head of Customer Success to assess hard skills on a case study (1h00)
Interview with our COO to discuss Vizzia’s vision (30 min), and an informal meeting with other members of the leadership team.
Ready to join us?