Lead Customer Success Manager (F / M / X)

At Yousign, we are reinventing the electronic signature experience with a fast, legal, secure and 100% European SaaS solution.

Founded in 2013 by Luc Pallavidino and Antoine Louiset in Caen, our scale-up is now present in France, Italy, and Germany!

Our goal? To become the European leader in electronic signatures by enabling freelancers and SMBs to simplify their workflows.

In order to achieve this…

• 2019: we integrated into eFounders, one of the best SaaS start-up studios in Europe,
• 2021: we raised 30 million euros from eFounders and Lead Edge Capital, famous for having invested in BlaBlaCar, Asana, Zoom, Spotify, and Uber.

We offer two e-signature solutions:

• a web app, ready to use and accessible from anywhere,
• an API (Application Program Interface), which can be easily integrated into business software.

At this time, Yousign is:

• more than 200 yousigners in our offices in Paris and Caen, or in full-remote (+40% are working remotely)
• more than 18,000 customers who trust us on a daily basis
• over 4 million signatures every month
• An impressive annual growth rate, which makes us the most successful e-signature scale-up in Europe.

Gender Equality Index 96 / 100

As a Lead Customer Success Manager at Yousign, your role will be to lead and coach the team of French and International CSMs responsible for driving product adoption and maximizing customer satisfaction across our portfolio of big customers. You will develop strategies to enhance customer health, implementing new standards on product support (customer adoption plans, delivery management, onboarding, product roadmap co-construction) while ensuring the team operates effectively to deliver results.

Your Missions

In direct collaboration with the Product, Sales, and Care teams, you will ensure seamless collaboration and alignment on our customer needs. Your missions will be:

• Recruit, onboard, and coach a team of high-performing CSMs, support them in their professional growth and create a positive and motivating work environment.
• Implement team goals and operational best practices, monitor team and individual performance and be accountable for these results.
• Conduct regular 1:1s to support CSM development, identify blockers, track progress and provide support on daily activities.
• Ensure the team has the tools and resources needed to deliver exceptional customer outcomes, implement operational improvement measures to smoothen daily work.

Customer Success advocacy

• Establish and refine scalable onboarding, delivery, engagement, and retention strategies for customers.
• Regularly analyze customer usage and satisfaction metrics to identify trends, risks, and opportunities.
• Own the overall health of the customer portfolio managed by your team.

Cross-functional collaboration

• Act as a strategic partner to the Product team by surfacing aggregated Voice of Customer (VoC) insights and contributing to product roadmapping discussions.
• Partner with the Sales teams to maximize revenue opportunities and retention/renewals across the portfolio.
• Ensure effective collaboration with the Care team to optimize customer experience and issue resolution.

Who are you?

Feel like applying? Here are the main skills that will help you thrive as Yousign’s next Lead Customer Success Manager (F/M/X):

• You have a proven track record as a Customer Success, Professional services, or pre-sales in a technical SaaS environment.
• You are used to managing mid-market/enterprise customers and to collaborating directly with Product and Tech teams.
• Previous experience managing or coaching a team is strongly preferred.
• You have a strong technical acumen, solid communication skills, and relationship-building abilities.
• You are able to interpret customer data and make data-driven decisions.
• You speak fluent English and French. Additional languages such as Spanish, Italian, or German are a strong plus.

However, if you don't match all of those criteria, no worry! You can still apply and let us know how you will be a good fit for the position; our Talent Acquisition team will have a close look at your application.

What will you find at Yousign?

• A dynamic scale-up that puts people first.
• A management style that encourages autonomy and cohesion, through common Objectives and Key Results (OKR).
• Top-notch work culture and methods.
• Regular team events and bi-annual company meetings.
• Numerous perks & benefits, such as: charity day offered, ESOP, remote equipment, private health and life insurance (Alan), learning & talent development advantages, CSE, Moka.Care subscription, and more!

Equal Opportunity at Yousign

At Yousign, we embrace uniqueness and ensure every team member has an equal chance to contribute.

We offer equal job opportunities and maintain transparent, fair processes across the board, including pay.

Join us at Yousign, where our differences fuel creativity and strength — Let's leap into this amazing adventure together!