Customer Success Manager - France

Who we are

Alan's vision is to make prevention the new norm of care for all. Our mission is to help people live in good health to 100 while helping employers feel proud, turning health benefits from a cost centre into their most valuable investment.

We're building a vertically integrated health partner that seamlessly unites insurance and smart healthcare delivery into one system.

By connecting all aspects of care - private, public, and direct to consumer - we create the most member-centric healthcare experience. Through deep engagement, we empower everyone to overcome day-to-day health obstacles and live healthier lives.

We partner with 32,000+ companies of all sizes, serving more than 700K members, and have reached €500M+ in ARR.

Our team of 600 people (still growing) operates across France, Spain, Belgium, and Canada.

How we do it?

About

People joining Alan are often surprised and delighted by our innovative working method. We have a set of cultural values that guide our approach to work, such as:

• Mission is the Boss: We have a mission-first focus with long-term thinking, where all employees act as owners seeking the company's success above all else.
• Member & Customer-led: We are obsessively focused on solving customer problems and creating delightful experiences while building trust.
• Excellence like Athletes: We maintain high standards and talent density, using the Keeper Test to ensure exceptional performance.
• Enlightened Despots: We combine distributed ownership with accountability, empowering decision-makers while maintaining responsibility.
• Radically Transparent: We make information accessible and written-first, promoting async communication while protecting sensitive data.
• Kind, Methodic Optimists: We collaborate genuinely without ego, support teammates, and maintain positive intent while assuming the best.
• Empathetic Challengers: We give direct feedback with empathy, praise strengths, and focus on growth through candid communication.
• Bold & Creative Contrarians: We think differently to achieve greatness, challenge expertise with first principles, and embrace calculated risks.
• Disciplined Executors: We focus on making good decisions quickly, maintain accountability, and break down problems into manageable pieces.
• Fight for Simplicity: We eliminate unnecessary processes, stay concise and articulate, and maintain smart frugality while solving problems pragmatically.

The Customer Success Managers team at Alan

As Customer Success Managers, we partner with our most strategic customers to maximize their Alan experience through seamless onboarding and high-touch support, driving product adoption, satisfaction, and long-term loyalty.

We achieve this by deeply understanding customer needs, delivering exceptional onboarding experiences, and providing proactive product education to HR teams and employees.

This role requires you to build strong relationships with key stakeholders while delivering clear, effective product education and change management support.

We're looking for someone with outstanding communication skills and proven experience in B2B customer education, digital solution evangelization, and leading transformation initiatives in complex environments.

Core responsibilities

• Drive customer loyalty:
  • Build and maintain strong relationships with key stakeholders.
  • Champion a customer-centric approach to help clients maximize Alan's value.
  • Proactively identify and address satisfaction concerns.
  • Turn our best customers into Alan ambassadors and generate opportunities of acquisition.
• Build customer engagement and adoption:
  • Lead complex onboarding processes for large customers, acting as project manager for lengthy transitions while ensuring effective, impactful, and empathetic change management.
  • Develop deep understanding of Alan's product value proposition and create customized action plans aligned with customers' needs and Alan's objectives.
  • Deliver engaging product education through tailored and large-scale approaches (such as webinars) to drive employee and HR team adoption.
  • Track and present adoption metrics to stakeholders.
  • Identify and execute out-of-the-box initiatives to engage Alan customers.
• Scale the practice:
  • Contribute to CSM playbook development.
  • Become a subject matter expert within the team.
• Drive product evolution:
  • Act as the voice of the customer to Marketing and Product teams.
  • Influence product and service improvements based on customer feedback.

Profiles & skills

Professional experience:

• 3-5 years proven track record in customer success or enterprise account management.
• Strong background in B2B digital companies, specifically working with HR teams on adoption and engagement challenges.
• Experience leading complex, cross-functional projects across Product, Sales, Engineering, and Data teams.
• SaaS, Insurance, or Consulting industry experience valuable.

Core skills:

• Demonstrated ability to influence and engage stakeholders at all levels, including C-suite.
• Excellence in written and verbal communication (French and English required).
• Network building: capability to identify and engage key influencers.
• Active listening skills and genuine empathy in stakeholder interactions.
• Creative thinking for developing innovative engagement strategies.
• Structured approach to project management and execution.
• Deep customer-centric mindset with proven ability to deliver tailored solutions.
• Strategic problem-solving: ability to structure challenges and identify effective solutions.
• Analytical skills for data-driven decision making and reporting.
• We're looking for level between B1 to C1.

Perks & Benefits

At Alan, we believe that being in good health is a basic need, and it starts with our employees. This is why Alaners are provided with a stimulating environment and perks ensuring they are happy, efficient and spend only high-quality time with co-workers.

Therefore, we offer:

• Fair rewards: Generous equity packages complement your base salary.
• Flexible Office: Amazing office space at our HQ in Paris, sponsored co-working hubs in Ghent, Brussels or Antwerp or a full-remote experience with home office equipment sponsorship, we want you to live where you’re the happiest.
• All the tools you need: Top of the range equipment: Macbook Pro, keyboard, laptop stand, monitor, and Bose noise-canceling headphones.
• Flexible vacation policy and flexible working hours: Organize your time as you wish.
• Delightful healthcare insurance: Extremely comprehensive health insurance - 100% for you and your children, 90-100% for partners depending on your country (permanent contracts only).
• Transport: You can use your own inspiration based on the Green mobility budget (for Senior level Alaners).
• Learning & Training opportunities: A highly flexible Training policy, free books and budget to attend and speak at conferences if the opportunity arises.
• Personal growth through coaching: At Alan, coaching isn't just a perk - it's core to who we are. Every Alaner is paired with a dedicated coach from day one, who helps maximize their impact, nurture engagement, and navigate Alan's values to develop their full potential.
• Parental leave: Extended parental leave for all new parents.

Important note: we hire people, not roles.

If you're excited about this opportunity but don't check every box, we'd love to hear from you. Everyone, no matter how underrepresented, should feel free to apply, as it can only bring learnings or success.

If you identify yourself as a woman: Did you know that research shows women often apply only when meeting 100% of requirements?

Remember, this is just a guide, not a checklist.

We'll be thrilled to receive your application!

Check out our About Alan and Career pages, as well as our Medium, blog and Glassdoor page for more info.