International Customer Success Manager

About

✔️FAIRLY MADE® est une start-up doublée d'une entreprise à mission dont l'objectif est d'améliorer l’impact de l’industrie textile. Lancée en 2018, cette green tech en hypercroissance a levé 5 millions d'euros auprès d'un fond à impact pour se positionner en tant que leader sur un marché en plein essor.

🌿 FAIRLY MADE® permet aux marques de mode de mesurer l’impact environnemental et social de leurs produits afin de trouver des solutions plus responsables.

La plateforme SaaS FAIRLY MADE® met notamment en lumière un score calculé sur 4 critères : la traçabilité, l'environnement, l'humain et la recyclabilité. Une vision à 360° qui permet aux marques de comprendre l’impact réel de leurs collections pour le réduire.

🏆 Plus de 150 entreprises sont déjà clientes telles que le groupe LVMH, le groupe SMCP Ba&sh, Maison Kitsune, Balzac Paris, Asphalte, Aubade, Des Petits Hauts, Rossignol, etc.

🚀 L'objectif ? S’imposer comme LA référence de mesure d’impact non seulement en France, mais aussi en Europe et dans le reste du monde. Avec déjà plusieurs clients internationaux, Fairly Made® a déjà commencé à ouvrir de nouveaux marchés comme l'Italie.

🏢 Leurs bureaux sont situés à Paris dans le 10ème arrondissement à La Caserne, haut lieu animé de la mode responsable ! Un environnement de travail privilégié pour les différents acteurs de cet écosystème.

Job Description

As an International Customer Success Manager at Fairly Made®, your mission is to ensure that every textile brand you work with experiences the highest level of satisfaction and long-term value from our solutions. From the moment of signature, you will guide your clients through their entire journey, acting as both a trusted advisor and the main point of contact for their success.

Your key responsibilities:

  • Drive customer growth and performance: Manage the entire customer lifecycle, from onboarding to renewal, with a focus on maximizing account value, adoption, and revenue growth.

  • Develop strategic partnerships: Build trusted relationships with key stakeholders and identify levers to transform satisfaction into tangible business expansion.

  • Detect and activate growth opportunities: Anticipate client needs, analyze usage patterns, and proactively propose new features or services to drive upsell and cross-sell.

  • Deliver impactful and ROI-driven solutions: Align our offering with each client’s strategic priorities, demonstrating clear business impact and measurable results.

  • Secure retention and expansion: Prepare timely commercial proposals, ensure smooth renewals, minimize churn, and lead account growth plans to exceed targets.

  • Act as a business advocate: Represent client insights to internal teams to guide product evolution and strengthen our market positioning.

  • Monitor performance and share insights: Report on revenue performance, client portfolio evolution, and key learnings during weekly reviews with your manager.

Preferred Experience

  • Relevant experience: At least 2 years in Customer Success or SaaS Account Management, ideally with major international accounts.

  • Language skills: English fluency is a must, and proficiency in at least one additional foreign language is a plus.

  • Strong interpersonal skills: You communicate with empathy and clarity, building trustful and long-lasting relationships.

  • Ambition and autonomy: You take ownership of your responsibilities, embrace challenges, and are not afraid to step up when needed.

  • Resilience and compassion: You navigate complex situations with a positive mindset, whether supporting clients or collaborating with colleagues.

  • A true team spirit: You act as a bridge between internal teams (Sales, Marketing, Analysts, Product, Legal) to align client needs with Fairly Made®’s capabilities.

  • Analytical mindset: You monitor and drive both client and internal objectives using key performance indicators (ARR, MRR, NPS, CSAT, etc.).

  • Tech-savviness: You are comfortable with digital tools, curious about best practices in SaaS and Customer Success, and eager to grow your expertise and network.

Benefits

  • 📈 Fast-growing scale-up: x3 sales growth in 1 year / team expanded from 3 to 60 people in 3 years / €5m fund-raising in 2022 and international expansion;

  • 🤝 A 360° view of the company's development: your opinion and involvement will always be welcome on related subjects;

  • 🌏 A meaningful mission: working together to make a positive impact in the textile industry

  • 🚍 50% refund of transportation or Sustainable Mobility Package (Forfait mobilité durable)

  • 🏀 Sports benefits program with GymLib

  • 🍽️ Meal benefits: Swile card covered at 50%, with a daily meal allowance of €8.50.

Recruitment Process

First video interview with Delphine, HRBP

Business Case to do at home and presentation in our offices with Andrea, Head of CSM

Last Interview with Valerio, Chief Sales Officer

Additional Information

  • Contract Type: Full-Time
  • Location: Paris
  • Experience: > 2 years
  • Possible partial remote
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