Senior Customer Success Manager


Startup Flow’s mission is to support large organizations and their teams to connect with innovation ecosystems to explore new business territories, find new business models, and make informed decisions about external innovation opportunities.

Startup Flow is a SaaS platform for companies to map, manage and monitor their open innovation projects with startups and partners at scale. The platform helps to consistently orchestrate the right data, the right processes, and the right people involved in the increasing number of open innovation initiatives (corporate venture capital, startup partnerships, R&D projects, etc.).

Some of the world’s leading innovators (HSBC, Nestlé, Capgemini, Bayer, and many others) are using Startup Flow to build innovation portfolios, design operational processes, and generate automatic reporting.

And they are growing fast! Headquartered in the heart of Paris and with operations in Germany and the UK, Startup Flow supports their clients and their teams in 42 countries.

Job Description


As a Senior Customer Success Manager, you will manage a portfolio of enterprise clients to make sure that they get the most out of our product and continue to be happy & loyal customers.

Together with the other members of our Customer Success team, you will work closely with your clients to discover their business needs and challenges and to coach them on the best way to use Startup Flow to solve them. You will ensure that your clients launch Startup Flow successfully, that our solutions are widely adopted, and that the value of our offering is understood and unlocked by them all.

The software solution that we are providing is transformative, innovative and very strategic for large organisations, so you will be in touch with a wide range of interesting people: innovation leaders, C-Levels, operational teams etc. As a trusted advisor for your clients, you will develop long-lasting partnerships with our Sponsors and Champions and you will be exposed to the latest innovation and transformation challenges of each of these companies.

As a Senior CSM, you will play a role in the skill development of other Customer Success Managers and in the collective success of the team.

What you’ll do:

  • Manage a portfolio of Enterprise clients and ensure our customer’s overall success with Startup Flow (from onboarding to contract renewal, including enablement, value, adoption, customer health, and satisfaction)
  • Help our customers design, benchmark and execute innovation strategies thanks to your cross-clients expertise and to your thorough knowledge of our product (use case definition, recommendations of product configurations, workshops, cross-clients introductions, etc.)
  • Assist our customers in the deployment of Startup Flow within their companies by building and executing joint success plans (sharing best practice and methodology, presenting Startup Flow value proposition, onboarding of new teams, participating in events etc.)
  • Develop a trusting relationship with our sponsors and champions and deliver an exceptional customer experience with proactive communication, applying the right internal resources to meet customer's business goals
  • Be the voice of customers to fuel our sales process and product roadmap
  • Be involved in the overall skill development of the team, and on the continuous development of the accompaniment offered to clients

Preferred Experience

What you will need to succeed:

  • 4+ years of experience in a B2B customer facing position, including a significant experience in Customer Success or Account Management (SaaS)
  • Ability to to manage multiple projects at once with a hands-on attitude with a true problem-solver mindset
  • Great communication skills - ability to provide clear & concise guidance through emails, over the phone, or in person
  • Comfortable in leading conversations driving outcome with various stakeholders (from C-Levels to operational teams)
  • Fluent in French and in English. A professional proficiency in German, Italian or Spanish is a bonus
  • Skilled at project management within large organizations, helping to inspire change across groups by engaging key partners
  • Strong consulting skills - ability to work as a trusted advisor to drive business value for clients, working through client issues with tact, diplomacy and optimism
  • Highly-professional attitude, with particular attention to the details that make customer service stand out
  • Ability to navigate complex organizations and to balance advocacy for the company and the client
  • Excellent knowledge of the SaaS industry and a strong interest in Corporate Innovation

What we offer

  • An international and dynamic team
  • An empowering and highly instructive entrepreneurial environment with a lot of autonomy
  • A strong and passionate work atmosphere with a real team spirit and the ambition to make Startup Flow grow
  • Brand new headquarters in the heart of Paris (Sentier)
  • A remote-friendly policy
  • Restaurant tickets (Swile)
  • Attractive health insurance
  • Public transportation reimbursement / forfait mobilité durable
  • Top of the range equipment: Macbook, monitor and Bose noise-cancelling headphones
  • Great coffee, team, fruits and snacks
  • Regular team events (team buildings, afterworks, conferences etc.)

Additional Information

  • Contract Type: Full-Time
  • Location: Paris, France (75002)
  • Possible partial remote