Customer Success Manager, FR speaking

Role Overview

As a Customer Success Manager, you will own and manage a portfolio of customers and be responsible for their overall success. Your portfolio will primarily consist of Mid‑Market companies, giving you the opportunity to engage with a variety of industries while learning and growing in your career at Lum Apps.

• Partner with customers to understand their strategic goals, priorities, and desired business outcomes.
• Work with customers to build and execute a success plan and key performance indicators.
• Manage a portfolio of customers post‑implementation, focusing on growing adoption, ensuring retention, expansion, and satisfaction.
• Serve as the voice of your customers.
• Leverage data on customers in your portfolio to prioritize and proactively address issues.
• Interact and engage with customers at all levels (including VPs and Directors) across various personas (Comms, HR, IT, Operations, Frontline).
• Collaborate with your Account Manager counterpart to develop a joint success plan and identify expansion opportunities.
• Drive accountability for deliverables internally and within customer teams to create ownership and get things done.
• Collaborate cross‑functionally with Sales, Product, Engineering, Marketing, and Operations to address customers’ needs.

• Fluent in French and English;
  Swiss German is a plus.
• Strong curiosity & discovery: ask sharp questions, dig into root causes, and enjoy continuous learning.
• Excellent communication & active listening with the ability to explain complex concepts simply.
• Empathy: navigate difficult conversations constructively and set clear expectations.
• Business acumen: understand SaaS business drivers and connect customer priorities with outcomes, value, and ROI.
• Experience in Customer Success, Consulting, Project Management, or Account Management in a SaaS environment is a strong plus.
• Drive: take initiative, be hands‑on, and bring a proactive mindset.
• Results orientation: focus on adoption, retention, and customer outcomes with a solution‑oriented approach.
• Organization & planning: manage a customer portfolio, prioritize time, and structure tasks effectively.
• Resourcefulness: be creative and pragmatic in finding answers, leveraging internal experts and tools.

• Experience in change‑ and project management.
• Experience with discovery and questioning techniques.
• Technical understanding of the SaaS landscape.
• Basic technical understanding of integrations/APIs.
• Experience conducting in‑person or online workshops.

• 25 days of annual leave.
• Pension scheme with three options.
• After works, team celebrations & seasonal parties.
• Equipment provided.

We aim to celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from candidates of all backgrounds, identities, and experiences.