Customer Success Manager

Customer Success Manager

Location: Remote (European/UK time zones) - French and English required

About FullEnrich:

Every go-to-market motion runs on data, but no single provider has ever had complete coverage. We solve that problem: instead of relying on a single data source, we orchestrate 20+ premium providers around the world, automatically querying them and verifying data in real-time until we find the best available contact information. The result is industry-leading coverage and data quality, helping sales and GTM teams connect with the right people faster.

What started as a better way to find emails and phone numbers has grown into a broader vision: becoming the trusted GTM data infrastructure layer powering modern revenue teams and AI agents. Today, more than 6,000 customers, including companies like AWS, Deel, HubSpot, Clay, Intercom, Unify,and Artisan, trust us to power their prospecting and enrichment.

Founded in Paris and now headquartered in San Francisco, we're a team of 50+ people across the US, Europe, LATAM, and Israel, growing quickly and building with speed, ownership, and ambition. That's where you come in.

The Role:

You’ll be joining as a Customer Success Manager in our Customer Success team, reporting to Jemima, our Founding CSM.

FullEnrich has grown to 5,000+ customers, and our CS function has been a team of one until now. We're bringing in our next CSM to own all of our French-speaking customers, across every segment, plus our Scale/SMB book ($10k to $25k ARR). Day to day, you'll onboard new customers, drive adoption, run renewals end to end, and spot the accounts that are ready to grow. Ownership here means your book is yours: you know every account, you close every renewal, and you catch risk before it turns into churn. You'll work closely with Sales, Product and Support, and because the team is still small, you'll help shape the playbooks the rest of CS is built on.

What You'll Do:

Own your book

• Own the post-sale relationship for all of our French-speaking customers who range from Enterprise to SMB, plus our Scale/SMB book

• Run onboarding and kick-off calls so new customers reach first value quickly

• Be the voice of your customers internally, feeding product feedback into the roadmap

Renewals & retention

• Own renewals end to end: forecasting, commercial conversations and closing

• Monitor usage, credit consumption and health signals, and act early on risk

• Run save plays on at-risk accounts before renewal is on the line

Adoption & expansion

• Drive adoption across our API, CSV/bulk upload and CRM integrations

• Identify and qualify expansion opportunities, then hand them to Sales with full context

Scaled CS

• Contribute to one-to-many programs: French-language webinars, office hours and enablement content

• Help improve our playbooks and keep HubSpot data clean and reliable

What Success Looks like:

By 3 months

• Confident across the product (API, CSV, integrations) and our CS playbooks

• Owning your full book, with every account health-scored and a main point of contact in HubSpot

• Running renewals independently, and you have hosted your first French-language webinar or office hours

By 6 months

• Book on track for 90%+ gross revenue retention

• [X]% of the book active and healthy (target to confirm once the health score is defined)

• A steady flow of qualified expansion handoffs to Sales

By 12 months

• 90%+ GRR delivered across the book

• Measurable improvement in adoption and health across the book

• The trusted internal voice on our French-speaking customers, shaping how we scale CS

What We're Looking For:

• Native-level French and fluent English, written and spoken

• 2 to 4 years in a SaaS Customer Success role, owning a book of business

• A track record of owning and closing renewals, not just managing relationships

• Comfortable running a high-volume book and prioritising with data

• At home in a CRM (HubSpot ideally) and using usage data to make decisions

• Warm, clear communicator who's confident in commercial conversations

• Builder mindset: you like a fast-growing team where the playbook is still being written

Nice to Haves

• Background in B2B data, sales tech or GTM tooling

• Comfortable talking APIs and integrations with technical buyers

• Confident using Claude to speed up your day-to-day work

The Hiring Process:

• Intro to FullEnrich with our Talent Team (30 min) – A chance to learn more about you, introduce FullEnrich and the role, and explore whether there's a mutual fit.

• Meet with our Founding CSM (45 mins) –A chance to dive deeper into your experience and role specific fit

• Task stage (90 mins)

• Final with the CEO (45 min) – A chance for you to meet our CEO, Ben, and have a conversation around FullEnrich's values, ambitions, how we work, and what we're building together.

Benefits:

Your benefits package will reflect the requirements and market practices of the country in which you're employed, including applicable leave, healthcare, retirement and wellbeing benefits.

Full details will be shared during the hiring process.

FullEnrich is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, gender identity, sexual orientation, and will not be discriminated against on the basis of disability.