OnBoarding & Customer Success Manager

ABOUT US

Signaturit Group is the European champion of complete and secure digital transactions. Thanks to a modular platform, we automate transactional processes, from identity verification and KYC to electronic signature and legal archiving. More than 100 thousand customers rely on our solutions to accelerate their business activities, while optimizing their operations. As a certified Trusted Service Provider, we control over 35 million documents and carry out more than 180 million signatures a year, guaranteeing security, compliance and legal value.

In France, you may know us as Universign (for electronic signatures) and VIALINK (for client onboarding and KYC). Today, more than 400 experts and passionate professionals, based in Paris, Barcelona and Valencia, are working every day towards our shared success.

The Onboarding & Customer Success Manager plays a key role in ensuring customers achieve their desired outcomes throughout their journey with the company. This role combines overseeing the onboarding process with ensuring long‑term customer success, satisfaction, and growth. This position requires strong analytical, technical, and managerial skills, ensuring seamless customer integration and continuous process optimization within the company. The role also focuses on relationship management, monitoring product adoption, and ensuring customer retention.

• Manage and lead the implementation of company solutions for new customers, ensuring successful onboarding and seamless integration into the product ecosystem.
• Analyze existing projects and processes from both functional and technical perspectives, identifying improvement areas.
• Collaborate with internal teams to ensure timely project execution, monitor progress, and report key milestones to customers and stakeholders.
• Identify potential risks or deviations during project execution and develop strategies to mitigate them.
• Provide regular updates on onboarding project status and results to key stakeholders, ensuring transparency and alignment.

• Build and maintain strong, long‑term relationships with assigned customers, acting as the primary point of contact after onboarding, addressing their needs and ensuring satisfaction.
• Monitor customer engagement with the product, proactively offering tips, best practices, and strategies to enhance product usage and adoption.
• Serve as the voice of the customer within the company by gathering feedback and sharing insights with internal teams to drive product improvements.
• Track key success metrics (e.g., Net Promoter Score, churn, upsell opportunities) and report them in platforms like Salesforce, Hub Spot, or Hotjar, providing insights and recommendations based on data.
• Proactively identify upsell opportunities and ensure customer retention, working to limit churn to less than 5% and driving quarter‑on‑quarter MRR expansion.

• Work closely with cross‑functional teams (Sales, Product, Development, and Support) to provide an integrated and cohesive customer experience.
• Ensure alignment between onboarding and ongoing customer success strategies to maximize customer satisfaction and retention.

• Strong understanding of process management and continuous improvement methodologies.
• Familiarity with project management tools and frameworks (Agile, Scrum, etc.).
• Experience using project management and process visualization software.

• Strong data analysis and process mapping skills to identify bottlenecks and areas for improvement.
• Ability to translate complex issues into clear, actionable steps.

• Excellent communication and team leadership skills.
• Ability to manage multiple projects and balance competing priorities.
• Strong decision‑making and problem‑solving capabilities.

• Deep understanding of customer lifecycle and best practices for maintaining engagement.
• Ability to identify customer needs and deliver tailored solutions.

• 2-3 years of experience in project…