Customer Success Manager (fluent French)

Conduktor•New York, NY

2d•Hybrid

About The Position

We are looking for a Customer Success Manager (CSM) to own and grow relationships with our customers across EMEA and North America. This role is critical to ensuring customers realize value, adopt the platform successfully, and expand their usage over time. In this role, you will be working with French-speaking customers and English-speaking customers and must be fully fluent in both languages. You will work closely with Sales (AE) and Solutions Architecture (SA) as part of a unified account team, taking the lead post-sale while remaining engaged throughout the customer lifecycle.

Requirements

Fluency in English and French required (full professional proficiency with the ability to communicate complex technical concepts clearly in both languages)
3â7+ years of experience in Customer Success, Account Management, or Technical Account Management
Experience managing mid-market to enterprise B2B SaaS customers
Strong ability to manage complex stakeholder environments
Comfortable working cross-functionally with Sales and technical teams
Excellent communication, organization, and prioritization skills

Nice To Haves

Experience with data infrastructure, streaming, DevOps, or developer tools
Familiarity with Kafka, cloud platforms, or distributed systems
Experience supporting customers across EMEA and North America
Proven track record of driving renewals and expansions

Responsibilities

Customer Ownership & Value Realization: Own the post-sale customer lifecycle, including onboarding, adoption, and long-term success
Lead onboarding engagements and ensure customers achieve agreed success outcomes
Build trusted relationships with champions, technical stakeholders, and decision-makers
Act as the customerâs advocate internally while representing company strategy externally
Account Management & Expansion: Drive retention and expansion within your portfolio of accounts
Lead upsells where the champion and economic buyer remain the same
Identify expansion opportunities across business units and partner with AEs to pursue them
Monitor account health, risks, and usage trends and take proactive action
Cross-Functional Collaboration: Partner closely with AEs and SAs as part of a single account team
Support pre-sales technical validation when needed to ensure smooth handoffs
Coordinate with Product, Support, and Engineering to resolve issues and influence roadmap
Ensure all customer communications remain aligned and well-coordinated
Enablement & Advocacy: Educate customers on best practices and new capabilities
Lead regular check-ins, success reviews, and executive touchpoints
Capture customer feedback, success stories, and references