Customer Success Manager - SAAS - Lyon

Pennylane SAS

21h•Hybrid

About The Position

Pennylane is seeking a Customer Success Manager for its SAAS offering in Lyon. The company aims to become the preferred financial management software for European SMEs, helping entrepreneurs streamline financial tasks and gain key insights for decision-making. Pennylane also supports accounting firms by reducing time spent on repetitive tasks, allowing more focus on client advisory services. Pennylane is a rapidly growing FinTech in France with significant funding, a large and highly-rated team, and a diverse international workforce. They are expanding their Customer Success team to focus on small accounts, including creators, young firms, and small businesses. This role is crucial for maximizing value for a large portfolio of clients through efficient, digitized, scalable, and data-driven support.

Requirements

Minimum 2 years of experience in an accounting firm or audit firm.
Good foundational knowledge of accounting (not necessarily expert level) and a strong appetite for technology.
Excellent interpersonal and pedagogical skills; ability to simplify complex information and persuade.
Organizational and prioritization skills in a multi-account context, with a results-oriented approach.
Solid data culture: comfortable with adoption and retention KPIs, rigorous in CRM tracking.
Team spirit, curiosity, proactivity, and a taste for challenges.
Ability to speak English (level assessed and appreciated based on the department).
Appreciation for working in a constantly changing environment.
Prioritizing collaboration within the 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 developing playbooks for different types of firms (creators, small firms, early adopters).
Build lightweight and 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.
Frame 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 practices.
Proactively provide data-driven recommendations to increase usage and streamline migrations.
Organize value-focused meetings centered on results and next steps.
Monitor for weak signals (decreased usage, recurring tickets, negative feedback) and launch anti-churn action plans.
Leverage internal resources (support, content, training) to resolve issues quickly.
Identify relevant expansion opportunities (modules, deployment to other teams/clients) and collaborate with Sales 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).
Between 6 and 12 additional days off in addition to the 5 weeks of paid leave.
Opportunity to improve English skills with Busuu.
A dedicated monthly budget for all Pennylaners, supporting remote work or coworking spaces.
Easy access to offices located a few minutes from Saint Lazare in the heart of Paris.
Stock options (BSPCE).
Access to 8000 gyms across France and over 300 wellness activities through their partner Gymlib.
A Mac computer.
Regular sports activities and company events (Tech Days, annual company seminar).