Client Success Manager B2B (CSM) - EN/FR

Job description

About

At Coachello , we’re reimagining coaching through the power of AI and human connection. Our mission? Make coaching accessible to all talents within an organization, not just the top 1%. That means we care — deeply — about our clients, their success, and the experience they deliver to their teams.

We’re growing and now looking for a Customer Success Manager (CSM) who will act as the voice of the customer within Coachello — someone who thrives on building relationships, solving problems, and going the extra mile to turn good experiences into unforgettable ones.

At Coachello, client churn is not an option. You’ll play a key role in making sure our clients are delighted, supported, and always see the value we bring.

As our next CSM, you’ll own customer satisfaction and retention from A to Z. You’ll be the key link between Sales, Coaching, Product, and Tech, ensuring each client gets the white-glove treatment they deserve — from onboarding to renewal.

Why Join Coachello?

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Be part of a fast-growing mission-driven startup making coaching radically more accessible.

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Work directly with the founding team and influence key business decisions.

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Help shape the future of our Customer Success playbook.

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Hybrid/remote flexibility and a culture of autonomy, learning, and growth.

· 
A powerful product that changes lives — with the data to prove it.

Job Description

Key Responsibilities

Customer Relationship & Strategic Account Management

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Own the customer lifecycle: from onboarding to adoption, in close partnership with the Sales team.

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Build and nurture long-term relationships through strategic planning, trust, and cooperation.

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Act as the internal customer ambassador : relay client needs, advocate for product improvements, and escalate issues when needed.

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Perform Strategic Business Reviews to ensure clients are adopting, using, and perceiving strong value from the solution.

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Develop retention and license activation strategies through a deep understanding of each client’s goals, context, and success metrics.

Adoption & Engagement

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Consult on how Coachello fits into broader L&D ecosystems , leadership development frameworks, or transformation programs.

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Proactively support product adoption through training, engagement plans, and user education.

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Monitor user behavior to ensure high adoption: if users drop off or skip sessions, you’ll dive in to solve it.

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Educate clients on new features, best practices, and platform updates.

Client Enablement & Onboarding

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Own the client onboarding process, ensuring all materials, coach selections, and workflows are in place for a successful launch.

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Deliver tailored training sessions and create enablement materials (presentations, videos, how-to guides, etc.).

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Collaborate closely with Sales and the Coaching Team to align expectations and KPIs from day one.

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Define clear success plans for each client and track progress over time.

Data, Insights & Impact

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Track usage data and satisfaction metrics to identify opportunities and prevent churn.

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Collect and analyze feedback from assessments, LMS data, and coaching performance to measure impact.

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Create and present reports that show the ROI of Coachello’s coaching (e.g. increased engagement, promotion rates, internal mobility).

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Share success stories in partnership with Marketing to highlight the business value of coaching.

Preferred Experience

Who You Are

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A natural relationship-builder who brings energy, empathy, and structure to every interaction.

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Strong project manager with a proactive and solution-oriented mindset.

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Analytical and comfortable using data to back your recommendations and insights.

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Comfortable collaborating with different teams (Sales, Coaching, Product, Tech).

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Curious, coachable, and excited to join a high-growth startup shaping the future of leadership development.

What You Bring

· 
3+ years of experience in Customer Success, Account Management, Consulting or similar client-facing roles (SaaS, HRTech, L&D or coaching space a plus).

· 
Fluency in French (native) and English (professional) — or vice versa.

· 
Strong written and verbal communication skills, with a client-first approach.

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Bonus: experience using tools like Hubspot, Notion, Typeform, and LMS platforms.

Recruitment Process

We like to keep things simple, transparent, and human. Here's what you can expect:

· 
Intro Call (30 min)
A first conversation with one of our founders to get to know each other, understand your motivations, and share more about Coachello’s mission and culture.

· 
Second Interview (45 min)
A follow-up conversation with another founder to dive deeper into your experience, your approach to customer success, and how you see yourself growing with us.

· 
Case Study (1 hour)
You’ll receive a short case study to prepare and present. It’s designed to simulate real-life situations you might face in the role, and to let us see how you think, prioritize, and communicate.

· 
Team Lunch (Informal)
A casual lunch with part of the team — to get to know each other better, see if there’s a natural cultural fit, and give you a feel for the Coachello vibe.

· 
Reference Check & Offer
If all goes well, we’ll move quickly to make you an offer and welcome you aboard!

Additional Information

·  Contract Type: Full-Time
·  Start Date: 05 May 2025
·  Location: Paris
·  Education Level: Master's Degree
·  Experience: > 3 years
·  Occasional remote authorized