Senior Customer Success Manager

Job description

À propos

Mercateam has proven in the last 4 years its aptitude to bring a bright answer to new big challenges faced by the industry:

·  an aging workforce;
·  a high turnover;
·  increasingly sophisticated and technological machines and data proliferation;

which are changing the composition of the manufacturing labor force and how work gets done.
As a result, manufacturers face an urgent imperative to help less experienced workers build knowledge and capabilities, and take advantage of data through collaboration.

Mercateam has built its solution hand in hand with top manufacturers to bring employees into Industry 4.0 and bridge the gap between investments made in machines and in operational workforce and its development.
We have developed a SaaS solution based on the latest technologies for mapping skills on production sites and organize know-how.

This has led to a number of other key features managed by Mercateam, including:

·  smart planning of work assignments under constraints;
·  a training module adapted to the operational workforce;
·  a workforce strategic planning.

Mercateam had a strong commercial track record in the last 3 years and supports over 150 industrial sites, among which LVMH, Andros, Richemond, Dior, LISI, Collins Aerospace, etc… in 12 different countries, with his 360 industrial workforce-centric solution.

Mercateam’s ambition is to become the European leader in blue-collar management over the next three years.

Descriptif du poste

Mercateam is the platform manufacturers use to digitalize their industrial know-how (skills, certifications, training, workforce planning) and turn it into measurable operational performance on the shop floor. Every month, top industrial sites go live with us.

At Mercateam, the Customer Success Manager owns the account from the day the contract is signed until renewal. Sales signs, deployment configures. You hold the plan that turns a signed contract into proven operational results ready for expansion, and you mobilise the rest of the team to get there.

You'll join a CS team of 3 CSMs, working closely with Sales and the deployment team consultants.

The role: Senior Customer Success Manager

You'll own a portfolio of industrial groups, multi-site, with stakeholders from shop floor to group level. Your mission: make each client reach, and prove, the operational outcomes they bought Mercateam for.

What you'll do

1. Own the account plan, from signature to renewal

· 
Join deployment on site at kick-off: map stakeholders, capture the KPI baseline to be able to prove ROI and prepare what comes next.

· 
Build and run a shared action plan per account: scope extension, new modules, integrations, external dependencies (HRIS, reorganisations, budget cycles). You keep owners and deadlines moving, on the client side and internally.

· 
Supervise deployment with the long-term view: assess the quality of what's delivered and challenge set-up decisions that solve today's need but won't hold as the account grows (new sites, modules, use cases).

· 
Once the account is live, qualify each new client need and bring in the right people internally: deployment for configuration, product for a blocking limitation, our CEO for executive backing. You own the resulting timeline with the client.

2. Drive and prove value

· 
Define with each client where they want to go, show them the path, and prove progress against the baseline at regular checkpoints.

· 
Run steering committees: operational COPILs with site or BU champions, and strategic COPIL with the executive sponsor to present consolidated ROI.

· 
Turn results into customer stories clients are proud to share both internally and publicly.

3. Know your clients' organisations inside out

· 
Map and maintain the operational network on each site: decision-maker, champion and backup, active managers, sources of resistance.

· 
Spot early warning signs (champion departure, usage drop, reorganisation…) and trigger the right response

4. Detect growth

· 
Surface expansion opportunities: uncovered sites or workshops, missing modules, latent needs. You frame the business problem and the product answer, involving sales on pricing and contract.

· 
Defend your accounts and their development plan at our internal quarterly business reviews, alongside the Account Executive.

5. Be the client's voice in the product

·  Keep a clear view of the product limitations blocking your accounts and what's at stake, and feed it into roadmap decisions.

Why join us

· 
Real ownership: one account plan from signature to renewal, with the whole team (deployment, product, leadership) as resources you mobilise.

· 
Senior industrial stakeholders: plant directors, operations directors, group leadership.

· 
Measurable impact: your success is measured on your clients' operational progress against a baseline you set yourself.

· 
Room to shape how Customer Success works.

· 
Travel to client sites in France and abroad, learn what manufacturing in France is, don’t just sit behind a desk.

How we take care of you

· 
Health insurance: Alan Purple, 100% covered for you

· 
Lunch: Swile meal vouchers

· 
Flexible remote

· 
Time off: RTT

· 
Team life: offices in central Paris (Montmartre), annual offsite, monthly afterworks after the All-Hands

Profil recherché

· 
4+ years in B2B SaaS or consulting: you've configured, integrated and taken projects live yourself. You’re not afraid of complexity and can get your hands dirty if needed.

It means understanding what deployment team does, what integrations and API are for example.

· 
Experience in customer facing : you know the difference between behaving in front of a customer and behaving at home or in the office

· 
You are opiniated but diplomat, you have the judgment to assess delivery and can voice your opinion if it does not trend the right way.

· 
Comfort leading steering committees with senior stakeholders, and the habit of backing your recommendations with data (baselines, KPIs, ROI).

· 
Good knowledge of the industrial / manufacturing sector.

· 
Engineering degree or technical background.

· 
Fluent French and English, one additional languange preferred (Italian / Spanish…).

Nice to have

·  Experience in a plant (operations, lean, quality, HR/training)

Process de recrutement

· 
15-min HR call: background and motivation.

· 
Interview with Damien - CS Lead

· 
On-site case study + team fit, then a debrief together.

· 
Final interview with Adrien, our CEO.

· 
Reference call.

Informations complémentaires

·  Type de contrat : CDI
·  Date de début : 01 janvier 2027
·  Lieu : Paris
·  Niveau d'études : Bac +3
·  Expérience : > 4 ans
·  Télétravail partiel possible
·  Salaire : entre 45000 et 60000 / an