Customer Success Manager

Who We Are Looking For
We are seeking a highly motivated and client-oriented Customer Success Manager to join our Paris office. The Customer Success Manager will be responsible for ensuring client satisfaction, retention, and growth across a portfolio of strategic accounts in France and Southern Europe.

The role requires strong relationship management skills, a solid understanding of risk management or travel risk services, and the ability to coordinate cross-functional teams including Operations, Product, Implementation, IT, and Finance.

What You Will Work On

Client Relationship Management

• Act as the primary point of contact for assigned clients
• Ensure clients are fully leveraging Crisis24 services and technology platforms

Customer Success & Retention

• Drive client adoption of Crisis24 platforms and services
• Monitor service performance against SLAs and KPIs
• Manage escalations in coordination with Operations and Global Operations Center
• Collaborate with Account Management team on renewal and expansion strategies

Implementation & Coordination

• Support onboarding of new clients in collaboration with Implementation teams
• Ensure smooth integration of services including travel risk platforms, alerts, intelligence, and assistance
• Coordinate internally with Product, IT, and Support teams to address client requirements

What You Will Bring

• Minimum 3 years of experience in customer success, or client services
• Experience in risk management, travel risk, security, medical assistance, or SaaS environments preferred
• Strong understanding of SLA management and client governance structures
• Excellent communication and presentation skills

Languages

• Fluent French and English required
• Additional languages such as Spanish, Italian, Portuguese, are a strong advantage

Skills & Competencies

• Strong stakeholder management and influencing skills
• Ability to manage complex, multinational accounts
• Analytical mindset with ability to interpret service data and KPIs
• Highly organized, proactive, and solution-oriented
•  Comfortable working in a fast-paced, international environment

What We Offer

• Opportunity to work with global multinational clients
•  Exposure to international risk and security environments
• Collaborative and dynamic team culture
• Professional development and growth opportunities