Customer Success Manager

Due to the high growth and traction of its new solution (WeActis), Mondata is looking for a dynamic and bilingual (English and French) Customer Success Manager to join our team. This exciting opportunity involves working closely with our enterprise clients to ensure their long-term success with WeActis, our integrated cybersecurity solution for Microsoft Teams. The ideal candidate will be highly autonomous, with a proven track record of building processes and establishing best practices for customer success. This role requires a people-person who can influence clients for renewals and upsells while aligning the internal team and providing feedback to the product team to continuously improve our solution. As a Customer Success Manager, you'll play a key role in aligning our solutions with the strategic goals of our clients. Your mission will be to enhance one-to-many client engagement, increase product adoption, and improve satisfaction, all while building long-lasting, productive relationships. You will collaborate cross-department with sales and product teams to ensure alignment on customer needs and drive continuous product improvements. Roles & Responsibilities Establish and document customer success processes, workflows, and best practices for onboarding, adoption, renewal, and upsell, while building the CSM role at Mondata. Own the business relationship with enterprise clients, ensuring they achieve their goals and derive full value from WeActis. Lead client onboarding, including kick-off meetings, internal coordination, and tailored training to drive product adoption and success. Proactively engage clients to maintain satisfaction, drive renewals, and uncover upsell opportunities by aligning WeActis with customer needs. Analyze customer data and key success metrics to identify trends and deliver actionable insights for improving customer experience, adoption, and retention. Collaborate with sales (AEs and sales engineers), technical account managers (TAM), and product teams to ensure a seamless customer experience. Collect client feedback and provide strategic recommendations to the product team to guide the WeActis roadmap and feature enhancements. Build and nurture strong relationships with key stakeholders within client organizations, positioning yourself as a trusted advisor for their cybersecurity needs. Continuously refine and improve customer success processes to ensure an efficient and impactful customer journey. Company Description: Here's your chance to join the passionate team at Mondata. Constantly growing since 2018, we are a young yet seasoned cybersecurity company. We are developing the cloud-based cybersecurity platform WeActis to help businesses of all sizes build the best defense against cyber threats. With Mondata and our WeActis platform, organizations can trust in their cybersecurity. With us, it's simpler, more accessible, more inclusive—and most importantly, it delivers results Our Mission: To provide organizations and their employees with the best defense against cyberattacks. Our DNA: Fun | Commitment | Performance | Communication | Innovation | Caring If our DNA aligns with your values—if you're someone who stands out in your field and wants to be part of a young, innovative team—send us your detailed profile. Mondata will listen to you, support you in your career journey, and offer a range of benefits, including: Exciting projects at the forefront of technology Competitive market-based compensation Flexible 35-hour workweek Group insurance plan Telemedicine services Employer-contributed retirement plan Remote work "Lunch & Learn" sessions If, like us, you enjoy: Working in a motivating and relaxed atmosphere Taking on significant responsibilities and having the chance to innovate Learning and growing while working with cutting-edge technologies Making a real impact and having your voice heard The prospect of unlimited career growth Seeing the results of your work Join the journey of an "experienced" startup and treat yourself to a truly exciting career opportunity Your Profile Proven experience as a Customer Success Manager (CSM) in B2B, enterprise client management, ideally within the SaaS or cybersecurity space. Strong experience building and structuring customer success roles, processes, and documentation from the ground up. Ability to influence clients for renewals and upsell opportunities, with a focus on long-term business value. Highly autonomous, driven, and capable of thriving in a fast-paced, dynamic environment. Strong communication and relationship-building skills, capable of engaging and aligning cross-functional teams. Comfort working with internal teams, including sales, technical account managers, and product teams, to ensure alignment on customer needs and product development. Fluent in both English and French, with the ability to manage relationships at multiple levels within client organizations (operations to strategic). You'll stand out if 7+ years of experience in a similar customer success management role. Experience in cybersecurity and/or B2B SaaS. Experience with CRM tools (preferably HubSpot) and Customer Success Platform (e.g. ChurnZero). Combined customer success management and sales experience, especially in B2B SaaS, and project management experience will set you apart. Familiarity with the Microsoft 365 environments, and/or experience working at Microsoft.