K
Senior Customer Success Manager (French-speaking)
Kahoot
Contract type
Ongoing
Work mode
Remote · Paris, France
Experience
Mid-level · 3+ years
Job description
Senior Customer Success Manager at Kahoot! responsible for helping medium to large enterprise customers succeed with the company's products, driving retention and account growth. The role serves customers in France and other French-speaking markets across EMEA.
At a glance
- Work mode
- Remote · Paris, France
- Languages
- French – fluent, English – fluent
What you'll do
- Own a portfolio of mid-sized to large Enterprise customers and drive measurable progress towards their business objectives.
- Manage the full customer lifecycle: handover from Sales, onboarding, adoption, value realisation, business reviews (QBRs/EBRs) and renewals (in collaboration with Account Management, where applicable).
- Build and maintain success plans and account plans with clear, customer-agreed success metrics and ROI.
- Use strong business acumen and our MEDDIC-based methodology to run discovery, uncover customer pain points and their business impact, and map stakeholders, champions and decision-making processes.
- Build multi-threaded relationships, including at executive-sponsor level.
- Own or support renewals and retention targets (GRR/NRR), forecast renewals accurately, and identify expansion opportunities in partnership with Account Managers and Account Executives.
- Monitor customer health and product usage data to spot risks early, and lead mitigation and retention plans.
- Act as the customer's escalation point, coordinating with Support, Product and leadership to resolve critical issues.
- Analyse customer churn and losses, and share key learnings.
- Partner with Customer Education to deliver one-to-many programmes, including webinars, live training and help center content.
- Support Sales and Events as a product expert and trusted advisor during customer calls and events.
- Bring structured customer feedback to Product, Sales and Customer Experience to shape our products and services.
- Develop customer advocates through references, case studies and community engagement.
- Mentor and coach less experienced colleagues alongside your manager.
- Help develop CS playbooks, processes and best practices.
- Keep CRM data, account plans and forecasts accurate and up to date.
What we're looking for
- Fluency in French and English, written and spoken.
- Minimum 3–5 years of relevant experience in Customer Success, Account Management, Consulting, Sales, or from other similar roles.
- Proven track record of managing a portfolio of medium to large enterprise customers, delivering measurable customer value, and driving retention and account growth.
- Commercially minded, with a strong ability to build lasting customer relationships and identify opportunities for growth.
- Excellent communication, presentation, and stakeholder management skills, with the ability to engage stakeholders at all levels.
- A proactive, ambitious, and results-driven approach, with the ability to thrive in a fast-growing environment.
- A collaborative team player who works well in an international, distributed environment.
Nice to have
- Experience in SaaS and having industry domain knowledge are a plus.
- Familiarity with the MEDDICC methodology is a plus.
Your team
International Customer Success team
Works with customers across one or more products in the Kahoot! Group's portfolio.
Benefits
- A competitive