Client Success Manager B2B (CSM) - EN/FR

  • Paris
  • Full-Time
  • Start Date: 05 May 2025
  • Apply Now

About

At Coachello, we’re reimagining coaching through the power of AI and human connection. Our mission? Make coaching accessible to all talents within an organization, not just the top 1%. That means we care — deeply — about our clients, their success, and the experience they deliver to their teams.

We’re growing and now looking for a Customer Success Manager (CSM) who will act as the voice of the customer within Coachello — someone who thrives on building relationships, solving problems, and going the extra mile to turn good experiences into unforgettable ones.

💥 At Coachello, client churn is not an option. You’ll play a key role in making sure our clients are delighted, supported, and always see the value we bring.

As our next CSM, you’ll own customer satisfaction and retention from A to Z. You’ll be the key link between Sales, Coaching, Product, and Tech, ensuring each client gets the white-glove treatment they deserve — from onboarding to renewal.

🌍 Why Join Coachello?

  • Be part of a fast-growing mission-driven startup making coaching radically more accessible.

  • Work directly with the founding team and influence key business decisions.

  • Help shape the future of our Customer Success playbook.

  • Hybrid/remote flexibility and a culture of autonomy, learning, and growth.

  • A powerful product that changes lives — with the data to prove it.

Job Description

🧩 Key Responsibilities

✨ Customer Relationship & Strategic Account Management

  • Own the customer lifecycle: from onboarding to adoption, in close partnership with the Sales team.

  • Build and nurture long-term relationships through strategic planning, trust, and cooperation.

  • Act as the internal customer ambassador: relay client needs, advocate for product improvements, and escalate issues when needed.

  • Perform Strategic Business Reviews to ensure clients are adopting, using, and perceiving strong value from the solution.

  • Develop retention and license activation strategies through a deep understanding of each client’s goals, context, and success metrics.

🚀 Adoption & Engagement

  • Consult on how Coachello fits into broader L&D ecosystems, leadership development frameworks, or transformation programs.

  • Proactively support product adoption through training, engagement plans, and user education.

  • Monitor user behavior to ensure high adoption: if users drop off or skip sessions, you’ll dive in to solve it.

  • Educate clients on new features, best practices, and platform updates.

🛠️ Client Enablement & Onboarding

  • Own the client onboarding process, ensuring all materials, coach selections, and workflows are in place for a successful launch.

  • Deliver tailored training sessions and create enablement materials (presentations, videos, how-to guides, etc.).

  • Collaborate closely with Sales and the Coaching Team to align expectations and KPIs from day one.

  • Define clear success plans for each client and track progress over time.

đź“Š Data, Insights & Impact

  • Track usage data and satisfaction metrics to identify opportunities and prevent churn.

  • Collect and analyze feedback from assessments, LMS data, and coaching performance to measure impact.

  • Create and present reports that show the ROI of Coachello’s coaching (e.g. increased engagement, promotion rates, internal mobility).

  • Share success stories in partnership with Marketing to highlight the business value of coaching.

Preferred Experience

🔎 Who You Are

  • A natural relationship-builder who brings energy, empathy, and structure to every interaction.

  • Strong project manager with a proactive and solution-oriented mindset.

  • Analytical and comfortable using data to back your recommendations and insights.

  • Comfortable collaborating with different teams (Sales, Coaching, Product, Tech).

  • Curious, coachable, and excited to join a high-growth startup shaping the future of leadership development.

âś… What You Bring

  • 3+ years of experience in Customer Success, Account Management, Consulting or similar client-facing roles (SaaS, HRTech, L&D or coaching space a plus).

  • Fluency in French (native) and English (professional) — or vice versa.

  • Strong written and verbal communication skills, with a client-first approach.

  • Bonus: experience using tools like Hubspot, Notion, Typeform, and LMS platforms.

Recruitment Process

We like to keep things simple, transparent, and human. Here's what you can expect:

  • đź“ž Intro Call (30 min)
    A first conversation with one of our founders to get to know each other, understand your motivations, and share more about Coachello’s mission and culture.

  • đź‘Ą Second Interview (45 min)
    A follow-up conversation with another founder to dive deeper into your experience, your approach to customer success, and how you see yourself growing with us.

  • 🎯 Case Study (1 hour)
    You’ll receive a short case study to prepare and present. It’s designed to simulate real-life situations you might face in the role, and to let us see how you think, prioritize, and communicate.

  • 🍽️ Team Lunch (Informal)
    A casual lunch with part of the team — to get to know each other better, see if there’s a natural cultural fit, and give you a feel for the Coachello vibe.

  • 🎉 Reference Check & Offer
    If all goes well, we’ll move quickly to make you an offer and welcome you aboard!

Additional Information

  • Contract Type: Full-Time
  • Start Date: 05 May 2025
  • Location: Paris
  • Education Level: Master's Degree
  • Experience: > 3 years
  • Occasional remote authorized
Apply Now

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