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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in B2B SaaS Customer Success, focusing on customer onboarding, product adoption, and renewal management. Proven ability to manage executive relationships and drive measurable customer outcomes through effective project management and communication.
Highest-signal resume keywords
B2B SaaS Customer SuccessCustomer OnboardingSaaS RenewalsProject ManagementStakeholder Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Lifecycle ManagementChurn PreventionData-Driven Decision MakingTechnical Product ExplanationCustomer Satisfaction Metrics
Soft Skills
Customer-Centric MindsetStrong CommunicationProblem-Solving SkillsProactive ApproachAutonomous Work Style
Tools & Technologies
HubSpotSalesforceGainsightChurnZero
Industry Keywords
Enterprise AccountsMid-Market AccountsMarTechE-CommerceCloud Solutions
Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Own Enterprise and Mid-Market Customer Success across a portfolio of international B2B SaaS customers.
- Manage the customer lifecycle from onboarding and adoption through renewal, delivering measurable value and protecting recurring revenue.
- Lead customer onboarding and implementation projects with technical teams, aligning scope, owners, milestones, and timelines.
- Build outcome-focused success plans and accelerate time-to-value through enablement, training, and best practices.
- Build executive relationships and manage business and technical stakeholders across globally distributed customer teams.
- Monitor customer health, product usage, engagement, and satisfaction; anticipate churn risks and execute recovery plans.
- Run regular check-ins and business reviews, demonstrating value and advocating for customer needs internally.
- Own SaaS renewal management and customer retention, protecting recurring revenue and reducing churn.
- Lead renewal discussions within agreed commercial guidelines; identify expansion opportunities and partner with Sales.
- Build customer advocacy and report on renewal forecasts, adoption, customer satisfaction, and retention metrics.
- Maintain accurate account records, success plans, activities, and forecasts in HubSpot.
- Coordinate cross-functional projects and escalations with clear accountability and timely customer communication.
- Help develop scalable Customer Success playbooks, processes, and customer engagement initiatives.
Requirements
What you’ll need- 5+ years in B2B SaaS Customer Success or strategic Account Management, with direct ownership of mid-market or enterprise accounts.
- Demonstrated success in customer onboarding, product adoption, SaaS renewals, churn prevention, and measurable customer outcomes.
- Customer-centric mindset, executive stakeholder management skills, and confidence in commercial renewal conversations.
- Solid project management skills: organize priorities, coordinate stakeholders, and deliver cross-functional initiatives.
- Ability to explain technical SaaS products to both business and technical audiences.
- Proactive, autonomous, data-driven approach to customer lifecycle management; strong communication and problem-solving skills.
- Experience with CRM or CS tools such as HubSpot, Salesforce, Gainsight, ChurnZero, or equivalent.
- Professional fluency in English and French, written and spoken.
- German is a plus.
- Experience in MarTech, e-commerce, content, or cloud solutions (DAM, PIM, CMS, DXP, media optimization) is nice-to-have.
- Familiarity with API-first or developer-oriented products is nice-to-have.
- Experience supporting internationally distributed customers and multi-brand organizations is nice-to-have.
Benefits
Comp & perks- Meaningful ownership of a strategic customer portfolio, with autonomy and direct impact on customer outcomes.
- A positive, collaborative, multicultural team with close cross-functional and leadership interaction.
- Opportunity to help shape scalable Customer Success practices in a growing international SaaS company.
- Professional development and exposure to complex global customer environments.
- Base salary plus performance-based variable compensation (details to be confirmed).
- Hybrid working arrangements, subject to location and company policies.