• Own the tech-touch customer portfolio – Act as the primary owner for a defined base of tech-touch customers, ensuring strong adoption, engagement, and retention through scalable motions. • Design and launch tech-touch programs – Research, plan, coordinate, and execute tech-touch Customer Success service programs that drive onboarding, product adoption, renewal, and expansion. • Build segmented engagement approaches – Craft structured and segmented approaches to engaging customers and delivering self-guided success journeys tailored to different customer needs. • Deliver personalized experiences at scale – Help customers feel valued and supported through targeted communications, health scoring, usage triggers, and automated success plays. • Monitor customer health and risks – Track product usage, customer health signals, and risk indicators; proactively trigger the right lifecycle motions. • Identify and drive growth opportunities – Proactively detect expansion opportunities within the portfolio and actively drive them forward in close partnership with Sales. • Drive scalable CS excellence – Continuously improve playbooks, lifecycle programs, and automation initiatives that increase efficiency and customer impact. • Bring the voice of the customer – Aggregate patterns and feedback from the scaled customer base and share actionable insights with Product and Engineering. • Collaborate cross-functionally – Work closely with RevOps, Marketing, Product, and the broader CS team to continuously optimize the customer journey. • Continuously learn and grow – Build deep expertise in Customer Success, AI, and automation, preparing for future ownership of more complex customer segments.

• Build trusted relationships with executives and senior stakeholders and help them achieve measurable business outcomes. • Develop and implement success plans that drive adoption, retention, and customer value. • Conduct executive and business reviews, present findings, and derive actionable recommendations. • Identify cross-sell and upsell opportunities that promote expansion and growth. • Create playbooks, best practices, and processes to elevate Customer Success Management at Hypatos. • Communicate insights and feedback to Product, Engineering, and Marketing to continuously improve our AI platform. • Work closely with Solution Consulting, Sales, Product, and Operations to ensure a seamless end-to-end customer experience. • Track trends in Customer Success, AI, and automation and share your knowledge with customers and colleagues.

• Support the management and development of existing B2B partners • Independently manage selected customer accounts • Analyze partner, market, and revenue data to identify cross-selling and upselling opportunities • Prepare revenue forecasts, reports, and decision-making materials • Assist onboarding management with the introduction of new B2B partners • Support the implementation and integration processes of embedded insurance solutions • Coordinate internal and external interfaces during the onboarding phase • Support partner communications on operational matters • Ensure structured processes, accurate documentation, and follow-up • Work closely with internal departments and act as the central interface between customers, onboarding, and internal teams

Role Description Tu es passionné(e) par la relation client et tu veux avoir un impact direct sur la croissance d’une entreprise SaaS en pleine expansion ? Alors cette offre est faite pour toi : on cherche un(e) Customer Success Manager pour faire briller l’expérience client ✨. En tant que CSM, tu seras le moteur de la satisfaction client et contribueras directement à la fidélisation de nos clients tout en améliorant en continu leurs parcours. - Définir et piloter la stratégie Customer Success pour maximiser satisfaction & rétention. - Encadrer, former et booster une équipe de Customer Success Managers. - Gérer les comptes stratégiques et construire des relations solides avec les décideurs. - Analyser les données clients pour identifier des leviers d’amélioration. - Collaborer avec les équipes Vente, Marketing et Produit pour offrir une expérience cohérente. - Utiliser Hubspot et autres outils CRM pour suivre, gérer et optimiser tes actions. - Participer à des projets transverses pour renforcer encore plus la valeur perçue de nos services. Qualifications - Tu as déjà une belle expérience en Customer Success (SaaS, c’est encore mieux !). - Tu sais inspirer et fédérer une équipe autour d’objectifs communs. - Tu as un excellent relationnel et un vrai sens du service client. - Tu aimes analyser, comprendre et agir pour améliorer les résultats. - Tu maîtrises les outils CRM et tu es à l’aise avec la gestion de projet. - Tu es curieux(se), collaboratif(ve) et orienté(e) résultats. Benefits - 4 semaines de formation intensive avec nos experts Customer Success. - Un coaching personnalisé tout au long du processus pour te faire progresser. - Une culture où l’innovation, l’esprit d’équipe et l’épanouissement sont au cœur. - Un challenge excitant dans une équipe passionnée ! 💥 Processus - On t’appelle si ton profil nous séduit, pour en savoir plus sur toi. - On t’accompagne avec une formation de 4 semaines pour te donner toutes les clés. - On te coache tout au long du parcours pour que tu sois prêt(e) à performer et à évoluer !