Customer Success Manager, SME & Growth

Own the first 90 days of the customer journey for new French customers, bringing them to their target level of activity as quickly as possible through clear plans, hands-on product configuration and fast blocker removal. You'll lead onboarding from first KYC approval, working closely with Account Executives, Account Managers, KYC, Support, Risk and Product across a portfolio of customers with different levels of complexity. You'll help customers configure and activate accounts, payments, FX, cards, Spend and payouts, while managing a proactive portfolio of partner-referred customers.

• Take ownership of each customer from first KYC approval, with a clear plan, milestones, owners and the revenue target defined at signature.

• Adapt the onboarding approach to the deal: use a scaled motion for smaller deals, a high-touch approach for larger ones, and partner with the Account Manager on enterprise onboardings.

• Guide customers through account set-up, payments, FX, cards, Spend and payouts based on their use case.

• Remove blockers quickly by coordinating with KYC, Support, Risk and Product, while keeping communication clear and proactive.

• Hand customers over to the Account Manager at day 90 with documented account status, adoption level and expansion signals.

• Reduce the time between first KYC approval and first live transaction.

• Bring each customer to the revenue target set at signature and spot at-risk onboardings early, escalating with context, impact and a proposed solution.

• Run a proactive, scaled motion for partner-referred customers, including onboarding follow-up, usage monitoring and risk detection.

• Keep partners informed about the progress of their referred customers and hand accounts that grow in value or complexity to the Account Manager.

• Contribute to onboarding playbooks, checklists and standard configurations by customer type.

• Keep Salesforce and onboarding tracking accurate and up to date, turning recurring friction into process improvements.

You'll work from our Paris office a minimum of three days per week.

• Experience in onboarding, implementation, customer success or a comparable post-sale delivery role.

• Experience working in a high-pace, high-volume environment, handling multiple onboardings in parallel while maintaining quality and deadlines.

• Hands-on experience configuring a product with customers.

• A strong understanding of financial flows such as payments, FX, payouts, cards, invoicing or reconciliation, and the ability to speak credibly to Finance and Operations teams.

• A track record measured on customer outcomes such as activation, usage and time-to-live, rather than activity.

• Fluency in French and professional English.

• The ability to learn complex products quickly, explain them simply and work across teams without direct authority.

• A proactive, resilient and hands-on way of working.

• Experience in fintech, payments, banking, FX or spend management.

• Accounting or finance knowledge.

• Experience with partner-referred customers.

• Familiarity with Salesforce and usage data.

• You own the outcome and you don't wait for permission to fix what's broken.

• You simplify complexity rather than hiding behind it.

• You're comfortable making decisions with incomplete information and moving quickly anyway.

• You treat setbacks as information. You get back up quickly.

• You know when to align and when to just decide. Collaboration isn't a way to avoid accountability.