Customer Success Manager

Customer Success Manager

Join Scaleway and shape the sovereign cloud of tomorrow! Since 1999, we have been designing secure, sustainable infrastructures aimed at supporting the most ambitious companies. Historically known for our dedicated servers (Dedibox), we made a strategic shift to cloud computing in 2015. Staying true to our principles of simplicity, flexibility, and technical excellence, we have become one of the leading players in Europe in the sector. With the rise of artificial intelligence, we have strengthened our commitment, supported by the Iliad Group, which is investing €3 billion to develop a serious, sovereign AI alternative to American and Asian giants. Every day, thanks to our rich catalog of products and services (bare metal, containerization, serverless, AI, etc.), Scaleway proudly serves 38,000 private and public sector clients, from Photoroom to Mistral AI, Golem AI, and ADEME. Our offices are located in Paris, Lille, Toulouse, Bordeaux, and Lyon.

Our growth is driving us to strengthen our Customer Success team to support the expansion and satisfaction of our growing customer base. Your mission will be to maximize customer satisfaction and retention while identifying upsell opportunities, in order to contribute to revenue growth and ensure long-term strategic relationships with key clients. We work in a collaborative and international environment where the diversity of Scalers, combined with a spirit of sharing, helps bring new projects to life every day, advancing our ambitions together. You will be part of a 12-person team, each managing their own portfolio of accounts, and working closely with internal stakeholders to ensure customer success.

Your daily routine will include: acting as the main point of contact for your portfolio of customers and represent their voice internally; building and executing tailored success plans to support customer goals; monitoring customer satisfaction and usage data to proactively manage risk and identify opportunities; organizing and leading customer engagement initiatives (training, webinars, forums, events); collaborating with internal teams to resolve issues and support delivery of services; driving awareness and adoption of new Scaleway features and services; identifying and closing upsell, cross-sell, and renewal opportunities; updating and maintaining customer information and engagement activities in CRM systems; minimizing churn by maintaining strong relationships and acting as a trusted advisor; and providing feedback to product teams based on customer insights and recurring needs.

About you: Hardskills include 3 to 7 years of experience in Customer Success, Account Management, or equivalent roles; experience managing a diverse portfolio of B2B clients, ideally in tech or cloud environments; strong data analysis skills to derive insights and drive decision-making; ability to lead commercial discussions including upsells, renewals, and negotiations; fluency in English and French (Spanish is a plus); and softskills such as excellent communication and interpersonal skills, strong project management and organizational abilities, empathy and customer-centric mindset, business-oriented with a keen interest in cloud and emerging technologies, ability to engage internal teams and coordinate cross-functional initiatives, proactive and comfortable improving and defining processes, and a learn-it-all mentality and curiosity about cloud and AI.

What you will find at Scaleway: hybrid work with up to 3 days of remote work per week; offices with bold design, conveniently located near public transport, most featuring outdoor spaces (terraces) and bike parking facilities; dining with a healthy meal service at the headquarters and breakfast available across all sites year-round, plus a Swile card for lunches at regional sites; well-being commitments including access to a gym, daycare places, or discounted services for caring services; an international environment with dozens of nationalities and English as widely spoken as French; and career & mobility with opportunities to transition to other entities within the Iliad Group.

Why join the Scaleway adventure? A rich and diverse product offering with over 100 public cloud products in IaaS, PaaS, and AI; a cutting-edge technical environment with modern infrastructures including high-performance bare metal servers; commitment to responsible cloud with data centers powered solely by renewable energy since 2017, minimizing our ecological footprint and holding top-level certification.

The next steps: screening interview with our Recruitment Manager (30 min); interview with a Customer Success Manager to discuss your approach and experience (45 min); business case in English with our VP Customer Success and two team members (1h); you'll present your action plan, with asynchronous prep and Q&A during the interview; final interview with our CSO, Doreen Pernel (30 min); one of the interviews will take place onsite in Paris (11 bis Rue Roquepine, 75008) for a coffee or lunch with the team.