Customer Success Manager - Senior
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 TEAM
We 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 YOU
HARDSKILLS:
• 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 life.
• International environment: With dozens of nationalities, Scaleway offers a stimulating environment where English is as widely spoken as French.
• Career & Mobility: Our managers value internal mobility, and opportunities to transition to other entities within the Iliad Group are accessible to all Scalers.
🚀Why join the Scaleway adventure?
✔ A rich and diverse product offering: Scaleway offers over 100 public cloud products in IaaS, PaaS, and AI.
✔ A cutting-edge technical environment: Scaleway provides modern infrastructures, including high-performance bare metal servers, to tackle exciting technical challenges.
✔ Commitment to responsible cloud: Scaleway is dedicated to a more responsible cloud, with data centers powered solely by renewable energy since 2017, minimizing our ecological footprint and holding top-level certification.
🔜 THE NEXT STEPS …
• Screening interview with our Recruitment Manager (30 min)
• Interview with a Customer Success Manager to discuss your approach and experience (45 min)
• Business case in English with our VP Customer Success and two team members (1h)
• You’ll present your action plan, with asynchronous prep and Q&A during the interview
• Final interview with our CSO, Doreen Pernel (30 min)
• One of the interviews will take place onsite in Paris (11 bis Rue Roquepine, 75008) for a coffee or lunch with the team
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