Lead Customer Success Manager

🚀 Context & Mission

Vizzia is accelerating: we are targeting €10M in ARR within the next 18 months. To support this growth, we are strengthening our Customer Experience team with a Senior Customer Success Manager role focused on our strategic accounts.

Your role: be the key partner for our enterprise customers, ensure the success of their deployments, long-term satisfaction, and actively contribute to portfolio growth.

The Customer Experience team currently consists of 5 CSMs, led by Léa, Customer Experience Director.

🎯 Your key responsibilities

1. Strategic customer partnership & relationship management

• Act as the main point of contact for key decision-makers and stakeholders (local authorities, law enforcement, institutional partners).

• Understand their business challenges and build long-term, trusted relationships.

• Lead steering committees, ensure overall satisfaction, and anticipate future needs.

2. Deployment & solution adoption

• Oversee project implementation phases: scoping, training, onboarding, and adoption support.

• Ensure optimal adoption of both Vizzia solutions: Waste and Safety.

• Identify improvement levers and ensure a smooth, high-quality customer experience.

3. Growth & renewals

• Own and manage a portfolio of strategic accounts, identifying expansion opportunities.

• Lead contract renewals and upsells, with a strong focus on value and retention, in close collaboration with Sales.

• Work closely with Sales and Product teams to identify new needs and co-build tailored solutions.

💡 This scope is currently being structured and may evolve once you join.

4. Structuring & cross-functional initiatives

• Contribute to the implementation of scalable customer monitoring tools and processes.

• Help shape the Customer Experience team’s retention and account management strategy.

• Manage your own team of CSMs once onboarding is successfully completed.

👀 Profile we’re looking for

You are comfortable in demanding B2B environments and know how to balance customer relationships, project management, and strategic thinking.

What we’re looking for:

• 4–7 years of experience in Customer Success, Account Management, or Consulting—ideally in a SaaS or IoT / connected hardware environment.

• Strong experience managing large public or private accounts.

• Proven experience managing a CSM team.

• Ability to navigate between the field (end users, operators) and senior decision-makers (elected officials, technical leadership).

• Excellent written and verbal communication skills, strong political awareness, and a pedagogical mindset.

• Strong organization, autonomy, and rigor in project follow-up.

Nice to have:

• Interest in data, video technologies, or environmental / urban safety topics.

• Experience in a scale-up phase or in structuring a Customer Success team.

At Vizzia, we value responsiveness, transparency, and close customer relationships—if you enjoy concrete challenges and long-term partnerships, you’ll feel right at home.

💡 What you’ll find at Vizzia

• A fast-growing company with real societal and environmental impact.

• A wide range of stakeholders (operators, executive teams, local authorities, ministries, etc.).

• A tight-knit Customer Experience team driven by collaboration and service excellence.

• Strong career growth opportunities within a rapidly scaling company.

✌️ Benefits

• 🏡 Hybrid work

• 🏝 “Contrat cadre” and RTT (between 8-12 per year depending on the number of public holidays in the current year)

• 💻 A Mac or PC depending on your preferences

• 💸 BSPCE

• 🍜 60% coverage of meal vouchers worth €9 per worked day

• 🚃/🚲 Sustainable mobility allowance

• 🏥 Mutuelle (Alan)

• 💼 Offices located in central Paris (9th arrondissement)

• ☀️ Annual offsite with the whole team and plenty of company events