Customer Success Manager - SAAS

Pennylane SAS

4d•Hybrid

About The Position

Pennylane is seeking a Customer Success Manager for its small accounts team, focusing on creators, young firms, and small businesses. This role is central to maximizing the value delivered to a large portfolio of clients through efficient, digitized, scalable, and data-driven support. The goal is to reduce time-to-value, encourage regular use of Pennylane, prevent churn, and identify expansion opportunities.

Requirements

Minimum 2 years of experience in an accounting firm/audit firm.
Good accounting basics (without aiming for expertise) and a strong appetite for technology.
Excellent interpersonal and pedagogical skills; ability to simplify and persuade.
Organizational and prioritization skills in a multi-account context, results-oriented.
Solid data culture: comfortable with adoption and retention KPIs, rigorous CRM tracking.
Team spirit, curiosity, proactivity, and a taste for challenges.
Ability to speak English (level assessed and appreciated based on the department applied to).
Appreciation for working in a constantly changing environment.
Making collaboration a priority within one's team or with other stakeholders.
Sufficient perspective to prioritize high-impact business actions in daily activities.

Responsibilities

Manage a portfolio of small accounts, segmenting them and defining playbooks for different client types (creators, small firms, early adopters).
Build lightweight, actionable Success Plans with clear milestones (activation, key feature adoption, autonomy).
Implement adapted coverage rituals: targeted 1:1 check-ins, "office hours", webinars, adoption campaigns, and self-serve content.
Prioritize actions using usage and account health dashboards.
Quickly define objectives, governance, and success criteria with the client during onboarding.
Plan pragmatic deployment using checklists, templates, mini-trainings (webinars, tutorials), and track progress.
Coordinate with internal teams (sales, support, product) to remove obstacles and ensure scalability.
Drive adoption of priority features and best business practices.
Proactively provide data-driven recommendations to increase usage and streamline migrations.
Organize meetings focused on value, results, and next steps.
Monitor weak signals (decreased usage, recurring tickets, negative feedback) and launch anti-churn action plans.
Leverage internal resources (support, content, training) to quickly resolve issues.
Identify relevant expansion opportunities (modules, deployment to other teams/clients) and collaborate with the Sales team to close them.
Systematically document activity in Salesforce.
Contribute to content creation (emails, guides, online help, webinars) and share learnings to improve playbooks.
Provide structured and prioritized product feedback to inform the roadmap.

Benefits

One of the best health insurance plans on the market (Alan Blue and Alan Mind)
Meal vouchers (Swile Card)
6 to 12 additional days off per year on top of 5 weeks of paid leave
Opportunity to improve English with Busuu
A dedicated monthly budget for all Pennylaners, supporting remote work or coworking spaces
Easy access to offices located near Saint Lazare in the heart of Paris
Stock options (BSPCE)
Access to 8000 gyms across France and over 300 wellness activities through our partner Gymlib
A Mac computer
Company sports activities and regular events like Tech Days (for remote employees) and an annual company seminar.