Senior Customer Success Specialist
RemoteFrance or Switzerland
Job Summary
Own strategic enterprise customer relationships and drive adoption, value, and renewal readiness. Lead Quarterly Value Reviews with senior and C-level stakeholders and take operational leadership of Red accounts to drive structured recovery plans. Mobilise internal teams to ensure actions, bug fixes, and root cause analyses are delivered on time while supporting customers through high-stakes compensation review cycles. Coach colleagues and strengthen escalation and account-recovery processes. Act as a trusted partner to senior stakeholders, connecting customer priorities with Product, Engineering, and Support teams to restore trust under pressure. Fluent English and French required.
Required Qualifications
- 5+ years in strategic Customer Success, enterprise account management or escalation management within B2B SaaS
- Strong executive presence and experience handling complex, high-pressure customer situations
- Proven success turning around at-risk enterprise accounts
- Excellent project management and cross-functional influencing skills
- Ability to translate technical updates into clear business impact
- Fluent English and French
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