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Customer Success Manager - Senior
ScalewayFrancefull_timeVerifiedPosted 20 May 2025
About the role
OUR STORY:
🇪🇺 Join Scaleway and shape the sovereign cloud of tomorrow !Since 1999, we have been designing secure, sustainable infrastructures aimed at supporting the most ambitious companies.
Historically known for our dedicated servers (Dedibox), we made a strategic shift to cloud computing in 2015. Staying true to our principles of simplicity, flexibility, and technical excellence, we have become one of the leading players in Europe in the sector.
With the rise of artificial intelligence, we have strengthened our commitment, supported by the Iliad Group, which is investing €3 billion to develop a serious, sovereign AI alternative to American and Asian giants.
Every day, thanks to our rich catalog of products and services (bare metal, containerization, serverless, AI, etc.), Scaleway proudly serves 38,000 private and public sector clients, from Photoroom to Mistral AI, Golem AI, and ADEME.
📍 Our offices are located in Paris, Lille, Toulouse, Bordeaux, and Lyon.
WHY WE NEED YOU?Our growth is driving us to strengthen our Customer Success team to scale our support for large, strategic customers and accelerate revenue growth across key accounts.
Your mission will be to act as a trusted advisor and strategic partner to complex organizations, in order to maximize customer satisfaction and long-term account value while contributing directly to revenue through renewals and upsell.
YOUR FUTURE TEAMWe work in a collaborative and international environment where the diversity of Scalers, combined with a spirit of sharing, helps bring new projects to life every day, advancing our ambitions together.
You will be part of a 12-person team, each managing a portfolio of customers across sectors and sizes. The team collaborates closely with sales, solution architects, product, and support teams to build scalable success plans and deliver outstanding experiences to our customers.
YOUR DAILY ROUTINE• Act as a strategic advisor and escalation point for a portfolio of high-value customers• Define and execute tailored success plans to support business objectives and minimize churn• Identify, negotiate, and close upsell, cross-sell, and renewal opportunities• Coordinate cross-functional efforts across sales, support, product, and engineering to ensure customer success• Represent the voice of the customer internally and contribute to product roadmaps with insights and feedback• Build and maintain relationships with both operational users and executive stakeholders• Organize and facilitate customer engagement activities (webinars, user forums, events, etc.)• Maintain up-to-date customer records and track satisfaction metrics and success KPIs• Lead customer onboarding and service adoption plans with a technical, cloud-oriented focus• Drive change and adoption within large organizations, managing complex internal dynamics
ABOUT YOUHARDSKILLS:• 10+ years of experience in Customer Success or Account Management, ideally in the tech/cloud/SaaS industry• Proven experience managing strategic accounts and complex stakeholder environments• Strong commercial acumen with a track record of upselling and driving revenue• Ability to understand and communicate technical concepts and product features• Fluency in English and French; Spanish is a plus
SOFTSKILLS:• Excellent communication, presentation, and interpersonal skills• Strong project management skills and attention to detail• Empathy, curiosity, and the ability to listen deeply to client needs• Comfortable navigating technical conversations around cloud technologies• Autonomous and proactive mindset, capable of driving change and building internal alignment• Data-driven and structured approach to measuring and improving client outcomes• Interest in cloud, AI, and emerging technologies
WHAT YOU WILL FIND AT SCALEWAY ++++• Hybrid work: We offer up to 3 days of remote work per week.• Offices: Our offices are spacious, dynamic workspaces with bold design, conveniently located near public transport. Most of our offices feature outdoor spaces (terraces) and bike parking facilities.• Dining: Our chef provides a healthy meal service at the headquarters, and breakfast is available across all our sites year-round. Scalers working from regional sites enjoy a Swile card for lunches.• Well-being commitments: Whether it’s access to a gym, daycare places, or discounted services for caring services, Scaleway is committed to supporting Scalers in maintaining a balanced li
🇪🇺 Join Scaleway and shape the sovereign cloud of tomorrow !Since 1999, we have been designing secure, sustainable infrastructures aimed at supporting the most ambitious companies.
Historically known for our dedicated servers (Dedibox), we made a strategic shift to cloud computing in 2015. Staying true to our principles of simplicity, flexibility, and technical excellence, we have become one of the leading players in Europe in the sector.
With the rise of artificial intelligence, we have strengthened our commitment, supported by the Iliad Group, which is investing €3 billion to develop a serious, sovereign AI alternative to American and Asian giants.
Every day, thanks to our rich catalog of products and services (bare metal, containerization, serverless, AI, etc.), Scaleway proudly serves 38,000 private and public sector clients, from Photoroom to Mistral AI, Golem AI, and ADEME.
📍 Our offices are located in Paris, Lille, Toulouse, Bordeaux, and Lyon.
WHY WE NEED YOU?Our growth is driving us to strengthen our Customer Success team to scale our support for large, strategic customers and accelerate revenue growth across key accounts.
Your mission will be to act as a trusted advisor and strategic partner to complex organizations, in order to maximize customer satisfaction and long-term account value while contributing directly to revenue through renewals and upsell.
YOUR FUTURE TEAMWe work in a collaborative and international environment where the diversity of Scalers, combined with a spirit of sharing, helps bring new projects to life every day, advancing our ambitions together.
You will be part of a 12-person team, each managing a portfolio of customers across sectors and sizes. The team collaborates closely with sales, solution architects, product, and support teams to build scalable success plans and deliver outstanding experiences to our customers.
YOUR DAILY ROUTINE• Act as a strategic advisor and escalation point for a portfolio of high-value customers• Define and execute tailored success plans to support business objectives and minimize churn• Identify, negotiate, and close upsell, cross-sell, and renewal opportunities• Coordinate cross-functional efforts across sales, support, product, and engineering to ensure customer success• Represent the voice of the customer internally and contribute to product roadmaps with insights and feedback• Build and maintain relationships with both operational users and executive stakeholders• Organize and facilitate customer engagement activities (webinars, user forums, events, etc.)• Maintain up-to-date customer records and track satisfaction metrics and success KPIs• Lead customer onboarding and service adoption plans with a technical, cloud-oriented focus• Drive change and adoption within large organizations, managing complex internal dynamics
ABOUT YOUHARDSKILLS:• 10+ years of experience in Customer Success or Account Management, ideally in the tech/cloud/SaaS industry• Proven experience managing strategic accounts and complex stakeholder environments• Strong commercial acumen with a track record of upselling and driving revenue• Ability to understand and communicate technical concepts and product features• Fluency in English and French; Spanish is a plus
SOFTSKILLS:• Excellent communication, presentation, and interpersonal skills• Strong project management skills and attention to detail• Empathy, curiosity, and the ability to listen deeply to client needs• Comfortable navigating technical conversations around cloud technologies• Autonomous and proactive mindset, capable of driving change and building internal alignment• Data-driven and structured approach to measuring and improving client outcomes• Interest in cloud, AI, and emerging technologies
WHAT YOU WILL FIND AT SCALEWAY ++++• Hybrid work: We offer up to 3 days of remote work per week.• Offices: Our offices are spacious, dynamic workspaces with bold design, conveniently located near public transport. Most of our offices feature outdoor spaces (terraces) and bike parking facilities.• Dining: Our chef provides a healthy meal service at the headquarters, and breakfast is available across all our sites year-round. Scalers working from regional sites enjoy a Swile card for lunches.• Well-being commitments: Whether it’s access to a gym, daycare places, or discounted services for caring services, Scaleway is committed to supporting Scalers in maintaining a balanced li
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