Customer Success Manager - SMB Portfolio & Process Design

Malt

🪐 Discover our galaxy   Join the Future of Work ! Malt is Europe's leading freelance marketplace, connecting over 1,000,000 talented freelancers with 100,000+ companies. Founded in 2013, we're transforming how work gets done through our tech-powered, human-centered platform. What makes us different:   - A diverse team of 600 Malters across 6 European countries - A culture that champions equality (50% of our Comex are women) and inclusive growth - Backed by top investors including ISAI, Serena Capital, Eurazeo Growth, Goldman Sachs, and BPI - A mission to give everyone the freedom to work differently   Ready to help shape the future of work? Your next chapter starts here! 🪐   At Malt we believe that Ambition is the Way, so all lists of missions and responsibilities are non-exhaustive. You will join Malt as a Customer Onboarding & Success Manager - Public Sector, based in Paris Manager Customer Success - Global, Public sector & SMB, you will work hand-in-hand and transversally with our Account Managers dedicated to the Public Sector.  Your main mission will be to ensure the smooth deployment and flawless execution of framework agreements (accords-cadres) and public tenders throughout their lifecycle. You will be the guarantor of compliance with public procedures and tracking commitments, acting as the primary operational point of contact for public beneficiaries and freelancers.

Stripe

WHO WE ARE ABOUT STRIPE Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career. ABOUT THE TEAM Customer Success Managers (CSM) oversee the post-sales lifecycle for Stripe users, ensuring they realize the maximum value of their investment. This partnership drives user success, increases retention and expansion, and supports mutually beneficial renewal outcomes. Few roles provide such a direct impact on the growth of the company. WHAT YOU'LL DO We're looking for a motivated and curious professional to manage a book of enterprise customers. The CSM delivers proactive workshops, business reviews, payments insights, and thought leadership to help users grow their business. The ideal candidate is detail-oriented and meticulous, and enjoys engaging customers to investigate issues and deliver insights. This role involves working closely with sales, technical account managers, and operations teams to engage customers in product, payment, and technical conversations. RESPONSIBILITIES * Partner closely with account executives and technical account managers to support post-sale engagements focused on the optimization, retention, and growth of enterprise customers * Manage a book of customers to drive overall account health including performance, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction * Serve as a trusted payments and product advisor to managed customers by delivering payment performance and industry insights * Perform business reviews to align on user priorities, review payments performance metrics, share the Stripe product roadmap, and provide guidance on how to optimize the value from Stripe * Advocate for the customer to internal stakeholders. Share customer feedback and insights with Product Management, Engineering, Support, Marketing, and Sales on the innovation and improvement needed to optimize the Stripe user experience. * In coordination with an account team, support book expansion—identifying and surfacing opportunities to ensure customers are successful. WHO YOU ARE We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement. MINIMUM REQUIREMENTS * 7+ years of experience in a client-facing role ideally in enterprise relationship management, partnering with large, global, and complex organizations, preferably working with a technical product * Bilingual in French and English * Strong business sense and understanding of underlying drivers and strategy of our users' businesses * Track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions * Strong problem-solving skills PREFERRED QUALIFICATIONS * Excellent operating rigor including organizational and time management skills * Strong executive presence and presentation skills, particularly for in-person meetings with multiple stakeholders * History of success as a consultant, pre-sales, technical account manager, or equivalent * Proven track record of achieving targets and goals, preferably in a sales setting * Track record of managing large, complex projects or programs * Demonstrated experience handling difficult customers or situations and driving resolutions * Ability to navigate data and people to find answers

Okta

Secure Every Identity, from AI to Human Identity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence. This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk.   ABOUT THE ROLE: We are looking for someone to join our growing CSM team, to cover Italian and French Accounts. (FLUENT ITALIAN required) Do you have a passion for technology, strategic problem solving, and providing thought leadership to help our customers on their Identity journey.  You will be part of our EMEA Customer Success team, managing a book of business alongside being responsible for targeted intervention into our digitally-served customer base in your assigned region. You are a continuous learner, building your product knowledge, and industry knowledge as well as building relationships with customer stakeholders to be their trusted advisor.  You will guide our customers to rapid adoption, expansion, and identity churn risks.  As a CSM you play an important role in working with and connecting the customer's needs to the Sales team, Product Management team, Support, Renewals, Professional Services, and Engineering teams.   WHAT YOU’LL BE DOING: Below outlines some key attributes for a Customer Success Manager. The expectations of the role will depend on the assigned account (volume and complexity): * Customer Success and Growth: Own and drive a Success Plan for each covered customer, containing appropriate plans to accelerate customers' adoption and value from Okta and drive them to a place of successful and measurable outcomes, advocacy, retention and growth. * Ownership: Take ownership of your assigned Book of Business, mitigate churn risk, identify growth opportunities, remove blockers and establish yourself as a high-value resource to your customer stakeholders. * Adoption: Have a relentless focus on driving consumption and adoption of Okta’s products through clear expectation setting with customers, implementation of best practices and driving proactive and reactive tracking of data points * Digital Account Ownership: Leverage the tools and techniques provided by the Digital Growth team in the US to build a high level understanding of the digitally-serviced (ie non CSM covered) accounts in your respective region (e.g. monitoring adoption trends, health scores and other data points). Work with your manager to determine appropriate and targeted interventions to mitigate risk and grow accounts  * Communication: Build strong relationships through effective and concise communication with customers, stakeholders, and internal teams. Enhance customer satisfaction, improve collaboration, and understand customer problems and goals. * Problem-Solving: Identify and solve customer problems efficiently by proactively addressing potential issues and collaborating with customers and internal teams to find suitable solutions. * Collaboration: Work effectively with cross-functional teams, share information and resources, drive initiatives, and engage in conversations to better assist customers. Be willing to drive initiatives that can positively impact many customers. * Build and Maintain Executive Relationships: Build strong relationships with key decision-makers, identify and map the organisation's decision making hierarchy. Engage a range of strategic customer personnel in order to influence larger customer decisions. * Product Knowledge: CSMs need to have a good understanding of Okta's products and services in order to provide customers with insights and direction. Build knowledge through achieving minimum certification levels and spending time staying up to date on solutions and roadmap.   YOU WOULD BE IDEAL FOR THIS ROLE IF YOU HAVE:  * Fluent French and Italian are required.  * Experience in customer success management, ideally working with customers to drive adoption of a technical platform or solution.  * Customer-centric and proactive team player that is focused on driving customer loyalty and adoption * Success in working in and navigating enterprise environments, building trusted relationships at all levels in the organization.  * Experienced in driving product adoption and expansion, through understanding the customer’s current situation and desired outcomes. Being able to utilise consulting style questions to engage and discover the information we need to support our customers * Able to operate in a fast-paced environment and manage multiple customers and projects, adapt to changing priorities, think ahead, and solve problems. * Ability to take on feedback, be willing to learn new things, have a growth mindset and align to Okta core values * Strong oral, written and presentation skills  * Ability to organize, prioritize, complete activities and meet deadlines on a daily basis  * Flexibility to occasionally attend global meetings, training, kick offs and off sites * Travel up to 15%   #LI-JB2 #LI-HYBRID P18988_3489264   Below is the annual On Target Compensation (OTE) range for candidates located in France. Your actual OTE, which is inclusive of base salary and incentive compensation, will depend on factors such as your skills, qualifications, experience, and work location. In addition, Okta offers equity (where applicable) and comprehensive healthcare coverage and financial benefits including paid time off and parental leave in accordance with our applicable plans and policies. To learn more about our Total Rewards program please visit: https://rewards.okta.com/fra. The OTE range for this position for candidates located in France is between: €71.000—€98.000 EUR The Okta Experience * Supporting Your Well-Being  * Driving Social Impact  * Developing Talent and Fostering Connection + Community We are intentional about connection. Our global community, spanning over 20 offices worldwide, is united by a drive to innovate. Your journey begins with an immersive, in-person onboarding experience designed to accelerate your impact and connect you to our mission and team from day one. Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws. If reasonable accommodation is needed to complete any part of the job application, interview process, or onboarding please use this Form to request an accommodation. Notice for New York City Applicants & Employees: Okta may use Automated Employment Decision Tools (AEDT), as defined by New York City Local Law 144, that use artificial intelligence, machine learning, or other automated processes to assist in our recruitment and hiring process. In accordance with NYC Local Law 144, if you are an applicant or employee residing in New York City, please click here to view our full NYC AEDT Notice.