Customer Success Manager – Medium Accounts

🕒 July 10

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Pennylane

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2020

☁️ SaaS

💳 Fintech

🤝 B2B

SaaS • Fintech • B2B

Pennylane is a French SaaS platform that centralizes financial management, accounting, invoicing, expense management, treasury and business banking features for small and medium-sized businesses, independents and accounting firms. It provides an integrated dashboard, automated workflows, bank account and corporate cards, invoice and payment tools, and native integrations with accounting and payments partners to streamline bookkeeping and cashflow operations.

📋 Description

• Take ownership of firm relationships once migration is complete, delivering a high-value customer experience. • Analyze the maturity level, needs, and priority objectives of the firms in your portfolio, and propose a chronological enablement plan to ensure adoption, retention, and expansion, while becoming their strategic partner of reference for the evolution of the accounting profession. • Identify and remove adoption blockers by leveraging available internal resources (training catalog, technical support, …), and ensure correct use of critical features. • Ensure a high level of satisfaction through a proactive approach, while holding firms accountable for the actions they must take to unlock value (CSAT). • Once adoption is secured, guide firms in adopting new business practices by leveraging Pennylane high-value features: internal management, business accounts, additional services, … • Play an educational role in helping firms and their clients adopt regulatory changes, such as the electronic invoicing reform. • Guide firms in adopting new Pennylane features as the product evolves rapidly. • Feed their thinking about the evolution of their profession and new business practices. • Detect expansion opportunities and collaborate with the AM team to convert them. • Proactively monitor success KPIs for each stage of the client journey. • Manage account health using a health score, and prioritize actions by level of criticality. • Prevent churn through a strategy to detect early warning signals (declining usage, recurring tickets, dissatisfaction), and implement appropriate playbooks leveraging internal resources. • Capitalize on field experience to continuously improve playbooks and CSM processes, and actively contribute to creating new resources. • Document all activity in the CRM (Salesforce). • Advocate for medium-sized firms internally and relay feedback in a structured, prioritized manner to inform the product roadmap and optimize support processes.

🎯 Requirements

• Minimum 2 years' experience in an accounting/audit firm, ideally managing a high-volume portfolio; • Fully autonomous management of a portfolio across multiple fiscal periods; • Solid accounting fundamentals (not necessarily at expert level) and a strong interest in technology and the transformation of the profession; • Excellent interpersonal and teaching skills; ability to simplify complex topics and persuade; • Strong organizational and prioritization skills in a multi-account context, results-oriented; • Strong data literacy: comfortable with adoption and retention KPIs, rigorous in CRM tracking; • Team player, curious, proactive, and challenge-driven.

🏖️ Benefits

• Comprehensive health insurance among the best on the market (Alan Blue and Alan Mind) • Meal vouchers (Swile card) • Between 6 and 12 additional RTT days on top of 5 weeks of paid leave • Monthly stipend for all Pennylaners to support working from home or in a coworking space • Easy access to our offices, located minutes from Saint-Lazare in the heart of Paris • Equity package (BSPCE grant) • Access to 8,000 gyms across France and over 300 wellness activities via our partner Gymlib • Company Mac laptop • We practice many sports together and regularly gather for company events such as Tech Days (bringing remote Pennylaners together every 3 months) and an annual company retreat that fosters strong team cohesion.