Customer Success Manager – Retention and Expansion

Trustt

. Monitor actual platform usage on an account-by-account basis and identify signs of disengagement .

Posted 9/21/2026full-timeParis • FranceMid-LevelSenior💰 €38,000 - €48,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success and Account Management, with a strong focus on retention strategies, upselling opportunities, and data-driven decision-making. Proficient in utilizing generative AI tools and CRM systems to enhance client engagement and streamline processes.

Highest-signal resume keywords

Customer Success ManagementRetention Strategy DevelopmentGenerative AI IntegrationHubSpot CRM ManagementC-Level Presentation Creation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Portfolio ManagementChurn Rate AnalysisNPS MeasurementUsage Data AnalysisAutomated Reporting

Soft Skills

Client CommunicationPresentation SkillsProblem-Solving

Tools & Technologies

HubSpotTrusttClaudeChatGPT

Industry Keywords

B2B SaaSAccount ManagementRetention TargetQBR PreparationStakeholder Engagement

About the role

Key responsibilities & impact

Monitor actual platform usage on an account-by-account basis and identify signs of disengagement
Initiate retention actions before churn occurs
Lead QBRs, create presentation decks, present performance results to marketing leadership, and co-develop an action plan
Drive expansion alongside Sales by identifying upsell and plan-change opportunities
Prepare renewals and identify new stakeholders within client organizations
Scale and streamline the role with AI: usage analysis, QBR preparation, meeting notes, and training materials
Relay needs and issues identified in the field to Product, Marketing, and Customer Care
Deliver a risk segmentation of the portfolio by week four
Maintain account plans and the QBR cadence for strategic accounts
Produce automated weekly usage reporting through HubSpot and Trustt’s back office
Deploy three AI automations within the role
Secure a first signed upsell or plan change
Maintain retention above 95% and increase NRR to 100% and beyond
Measure NPS using a representative customer base and maintain clean CRM data

Requirements

What you’ll need

3–5 years of experience in Customer Success, Account Management, or B2B SaaS account management
Experience managing a portfolio with a quantified retention target
Ability to track and understand NRR or churn rate
Daily use of generative AI (Claude, ChatGPT, or equivalent), integrated into actual workflows
Professional working proficiency in English: able to lead a client meeting in English without preparation
Daily CRM management, ideally in HubSpot
Comfortable working with usage data and translating it into recommendations
Ability to create C-level presentation decks
Experience in an organization with fewer than 50 employees

Benefits

Comp & perks

Quarterly variable compensation based on NRR
Variable compensation tied to customer satisfaction, CRM data quality, and completed QBRs
Commissions on new ARR shared with Sales
Team-based retention bonus for the CSM team
Unlimited training and coaching
Reimbursement for books
Client expense reimbursement
Genuine autonomy over the portfolio
Direct access to the founder
Hybrid SaaS startup environment in Paris