Founding Customer Solutions Manager

Job description

About

At Steerlab, our mission is to empower Sales teams to win more deals. We do so by automating their response to RFPs (Requests for Proposals), Security Questionnaires, and other vendor questionnaires with AI.

By leveraging fine-tuned language models and multi-modal, agentic AI systems, we turn answers that used to take days into minutes: factual, on-brand, and ready to submit, while surfacing the insights that drive up win rates.

We're just getting started. We're backed by top-tier VCs, and teams at Bolt, GoFundMe and Staffbase already win with Steerlab. Now we're scaling fast and growing the team to take this much further.

Job Description

Own customer outcomes, and build the success motion that delivers them. Across four areas:

Onboarding and adoption

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Run onboarding calls and technical setup yourself, without engineering escorting you

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Host calls to teach best practices, educate customers on new features, and drive real adoption

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Spot customers who aren't using the product as expected, and re-engage them before it becomes churn

Outcomes and retention

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Own customer outcomes and retention: make customers successful with Steerlab, and keep them

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Build a trusted-advisor relationship with each customer, up to the C-suite where relevant

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Track customer health and act on it early

Build the success motion

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Stand up the motion from scratch: onboarding sequencing, health scoring, success plays, and QBR frameworks

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Work with engineering to build the tooling and process that make success scalable

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Build scalable ways to educate customers: webinars, content, templates, and other creative formats

Voice of the customer

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Channel product feedback to engineering and product, clearly and with priority

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Champion customer insights and stories across the company

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Turn wins into advocates: case studies, references, and proof points for Sales and Marketing

Preferred Experience

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4 to 6 years in B2B SaaS, not necessarily in Customer Success (We're also open to Sales Engineers and Solutions Consultants)

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Customer-obsessed and outcome-driven: you measure yourself on whether customers genuinely succeed and stay, not on activity

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Technically savvy: no coding experience required but you’re comfortable around technical concepts enough to run an onboarding on your own

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Process builder, not process follower: you set up QBR cadences, health scoring, onboarding sequencing, and expansion plays from scratch

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Empathy and assertiveness: customers love working with you, and you're willing to challenge the status quo rather than say yes to everything

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Excellent communicator in English (French is a plus), with strong project management and a bias for getting things done

Bonus points

·  Experience responding to RFPs, security questionnaires, etc. (you've lived our customers' day to day)

What’s in it for you?

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Be our first customer success hire and design the motion from scratch

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Work directly with the founders, product, and engineering, with real ownership of customer outcomes and retention

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Shape the product: you're the voice of the customer inside the company

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High trust and high autonomy

Recruitment Process

Designed to find builders who own outcomes, set up systems, and earn customer trust.

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Intro call (20 to 30 min): your background, how you work, and context on the role. A mutual fit check.

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Practical working session (60 to 90 min): a customer scenario, for example how you'd onboard a technical customer or turn around an at-risk account, plus how you'd stand up the motion. We care how you think and execute.

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Final conversation and culture fit (30 min): align on ways of working, ownership, and values, plus references.

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Offer: if it's a match, we move fast.

Additional Information

·  Contract Type: Full-Time
·  Location: Paris
·  Experience: > 4 years
·  Occasional remote authorized