Customer Success Manager – SaaS

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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

• As a Small Accounts CSM, you are responsible for adoption, satisfaction and retention of a portfolio of small accounting practices. • You build simple, effective onboarding and adoption journeys, deploy 1:1 and 1:many actions, and manage account health using data. • Your objective: reduce time-to-value, drive regular usage of Pennylane and prevent churn, while identifying appropriate expansion opportunities. • Segment your portfolio and define playbooks by firm type. • Build lightweight, actionable Success Plans with clear milestones (activation, adoption of key features, autonomy). • Put in place appropriate coverage rituals: targeted 1:1 meetings, office hours, webinars, adoption campaigns and self-serve content. • Quickly align objectives, governance and success criteria with the firm. • Plan pragmatic rollouts: checklists, templates, mini-training sessions (webinars, tutorials), calendar and tracking. • Monitor weak signals (drop in usage, recurring tickets, negative feedback) and launch anti-churn action plans. • Systematically document activity in Salesforce.

🎯 Requirements

• Minimum 2 years’ experience in an accounting or audit firm. • Solid accounting fundamentals (not necessarily at expert level) and strong appetite for technology. • Excellent interpersonal and teaching skills; ability to simplify complex topics and persuade stakeholders. • Strong organizational and prioritization skills in a multi-account context, results-oriented. • Strong data culture: comfortable with adoption and retention KPIs, rigorous CRM follow-up. • Team player, curious, proactive and enjoys taking on challenges.

🏖️ Benefits

• One of the best health plans 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 vacation • Opportunity to improve your English through Busuu • A monthly allowance for all Pennylaners to support working from home or from a coworking space • Easy access to our offices, located a few minutes from Saint-Lazare in central Paris • Allocation of stock options (BSPCE) • Access to 8,000 gyms across France and more than 300 wellness activities via our partner Gymlib • A Mac • We play many sports together and make a point of getting together regularly for company events such as Tech Days (which bring remote Pennylaners together every 3 months) and our annual company retreat, which fosters strong team cohesion for everyone.