Senior Customer Success Manager

Summary

Join Prismic, a company designing the future of the web, as a Senior Customer Success Manager. You will drive expansion, retention, and adoption of a strategic account portfolio, managing C-level stakeholders and multi-threaded sales processes. The role involves owning the full sales cycle, from opportunity detection to deal closure, and building strong customer satisfaction. You will manage high-value clients, build and execute strategies to maximize cross-sell and upsell opportunities, and engage with C-level stakeholders. This position requires strong sales acumen, experience working with marketing teams, and a deep understanding of digital experience trends. You will collaborate with cross-functional teams and travel once per quarter within Europe. Success is measured by achieving cross-sell and upsell targets, building long-term relationships, and driving adoption across your portfolio.

Requirements

• Experience: 6+ years in a Senior CSM/Key Account Manager/Expansion Manager/Account Director role, with a strong focus on cross-sell and upsell. You have worked in fast-growing companies (Series A/B/C) and have a track record of exceeding sales targets in a fast-paced, competitive sales environment
• Experience working for a company in our current stage and through its growth ($10M - $50M ARR range, product-led growth, lots of change, and building internal structure)
• Proven ability to drive growth across all markets levels and enterprise accounts: From hands-on expansion efforts requiring tactical execution and persistence, to strategic multi-threaded relationship building with C-level stakeholders. Comfortable mapping and operating across varied engagement models, depending on account maturity and opportunity type
• Sales acumen: Demonstrated success in generating and closing pipeline within existing accounts. You are organized, autonomous, and excellent at negotiating and closing deals
• Proven experience working with companies that sell products or services to marketing teams, with a strong understanding of marketers' goals, KPIs, and workflows
• Industry knowledge: Strong understanding of trends in digital experience, e-commerce, and content management, with a solid technical aptitude to work alongside developers and technical teams
• Team player: Collaborative with internal teams, structured in approach, and able to work independently while communicating effectively with stakeholders
• Adaptability: You thrive in fast-paced environments where change is constant and structures are being built. You are proactive and have a problem-solving mindset
• AI experience: You have been leveraging AI tools to increase your productivity, enhance your work, and you want to get to the next level with your AI skills

Responsibilities

• Own and manage a portfolio of high-value clients, from innovative startups to established Fortune 500 companies, guiding them through every stage of their journey with Prismic as their primary point of contact
• Strategic account growth: Build and execute mid- to long-term strategies to maximize cross-sell (primary goal) and upsell (secondary goal) opportunities
• Sales execution: Lead the entire sales cycle from identifying opportunities to structuring deals, negotiating terms, and closing
• Relationship building: Engage with C-level stakeholders to build trusted relationships and deliver actionable insights that align with their strategic goals
• Act as a trusted advisor, advocate, and coach to help clients achieve their strategic objectives, building deep and meaningful relationships with multiple contacts, including executive stakeholders. Conduct regular business reviews to ensure alignment with customer goals and value realization
• Proactively work to drive product adoption, enhance customer satisfaction, and influence customer health scores across your portfolio
• Proactively identify, flag, and mitigate risks within your accounts to maintain a healthy book of business and retain your portfolio
• Collaborate cross-functionally: Work closely with Customer Success Managers, Solution Engineers, Finance, Legal, Product, and Marketing teams to ensure the successful execution of account growth strategies
• Travel: Travel once per quarter within Europe to strengthen customer relationships along with attending events to explore new opportunities

Preferred Qualifications

• Fluent in French (oral and written)
• Familiarity with HubSpot CRM
• Experience working with CMS tools or related technology

Benefits

• Latest Macbook
• A budget for you to equip your home office setup
• English classes for all levels
• Online and onsite yoga classes 3x/week
• Yearly company gatherings to take a break from the routine and give you the chance to meet the international teams!
• Afraid of missing out if you’re remote? 🌍  Worry not!
• You get the chance to visit us from time to time and spend a few days at the Paris office
• We organize virtual events to stay connected with each other
• We also hold regular global meetings
• We do our best to nurture a relaxed and informal atmosphere, enabling you to feel supported, thrive at your job, and keep learning