Senior CSM - Implementation & Onboarding Lead
Hybrid · Paris, Île-de-France, France
Job Summary
Senior CSM – Implementation & Onboarding Lead owns the client journey from signed contract to go-live and builds scalable onboarding processes. You’ll kickoff and drive onboarding end-to-end, be the primary client contact during implementation, manage SLAs and health metrics, surface friction early, and deploy CS playbooks and AI-powered automation (Zapier, Make, LLM workflows) to reduce time-to-value. You’ll work cross-functionally with Sales, Marketing, and Product for handoffs, case studies, and roadmap input. The role requires 7+ years in B2B SaaS, strong project management across multi-stakeholder onboarding, technical aptitude to engage with engineers on API integrations, and proficiency with CS tooling (HubSpot, Intercom, Notion, Jira, Gainsight). Fluent English is required; French is a strong advantage. Based in Paris / Île-de-France with a remote-friendly model and a focus on identity/KYC or regulated tech is a strong plus.
Required Qualifications
- 7+ years of experience in Customer Success, Implementation, or Technical Onboarding in B2B SaaS
- 3+ years in CS/Implementation/Onboarding roles
- Technical fluency with API integrations and ability to engage with engineers and enterprise clients
- Experience with CS tooling (HubSpot, Intercom, Notion, Jira, Gainsight)
- Experience with automation tools (Zapier, Make, n8n) and building playbooks
- Fluent in English; French is a strong advantage
- Background in identity, KYC, or regulated tech is a strong plus
- Ability to work cross-functionally with Sales, Marketing, and Product
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