Hybrid Customer Success Manager

at Georgia State University Department of Health Sciences

• Job title: Customer Success Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Paris, France

About the role

• Customer Success Manager handling local authorities to ensure implementation and satisfaction with Vizzia's solutions. Leading client engagement and upselling in the public sector.

Responsibilities

• Lead the implementation plan with each client to ensure a structured and successful launch.
• Train client teams on how to use the solution and share best practices.
• Support clients in reaching at least 80% categorization within the first 3 months after launch.
• Ensure early project milestones are achieved and maintain strong client engagement.
• Monitor product usage and identify early signals of adoption or disengagement.
• Manage the client relationship through regular check-ins, usage reviews, and action plans when needed.
• Build strong relationships with both operational users and decision-makers within local governments.
• Track customer satisfaction (feedback, NPS, etc.) and coordinate issue resolution with internal teams.
• Identify opportunities for expansion, upsell, or new use cases within existing accounts.
• Contribute to the company objective of growing the existing portfolio by 30% per year.
• Collaborate with the Key Account Manager, who will lead the sales and closing phases once opportunities are identified.
• Participate in account reviews to support long-term partnership development.
• Manage contract renewals within your portfolio with a target of at least 90% renewal rate.
• Prepare usage reviews and initiate renewal discussions with clients.
• Negotiate renewal terms and finalize agreements.
• Work closely with the KAM when more complex renegotiations or account evolutions arise.
• Contribute to building and improving Customer Success processes (segmentation, tools, reporting).
• Support the development of customer engagement and loyalty programs (content, campaigns, events).
• Proactively suggest improvements to the overall customer experience.
• Work closely with Product, R&D, and Support teams to share field insights and client feedback.

Requirements

• Experience in Customer Success, Account Management, or B2B client-facing roles.
• Strong ability to manage client projects autonomously.
• Excellent communication skills and ability to build long-term trusted relationships.
• Strong focus on customer satisfaction and outcomes.
• Ability to analyze product usage and identify growth opportunities.
• Organized, structured, and able to manage multiple accounts simultaneously.
• Fluent level of English.
• Interest in SaaS products and/or the public sector is a plus.

Benefits

• Hybrid work, 3 days in the office, 2 days remote per week
• “Contrat cadre” with RTT (between 8–12 per year depending on the number of public holidays in the current year)
• Mac or PC depending on your preferences
• 60% coverage of meal vouchers worth €9 per worked day
• 50% coverage for sustainable mobility allowance or pass navigo
• 50% coverage of health insurance (Alan)
• Offices located in central Paris (9th arrondissement)
• Annual offsite with the whole team and plenty of company events