Customer Success Manager

Job Summary We are looking for a Senior Customer Success Manager to own and scale our entire post-sale customer experience. This is a hands-on role for someone who thrives in complex B2B services, enjoys building systems from scratch, and can balance strategic thinking with day-to-day execution. You will be accountable for onboarding, retention, renewals, support operations, expansion, and customer advocacy, while also building and leading a high-performing Customer Success team. The environment is fast-moving, ambiguous, and high-ownership, ideal for a professional who likes to build, refine, and scale. Role mix: ~80% hands-on execution, ~20% people management and leadership.

Job description
Responsibilities Customer Lifecycle Ownership Own the full post-sale customer lifecycle, from onboarding and time-to-first-value through retention and renewals. Ensure clear, enforceable client expectations (scope, SLAs, responsibilities) are defined, agreed, and signed before service start. Drive retention and churn reduction through health scoring, early risk detection, and structured save plays. Own renewals management, ensuring predictable outcomes and value-based renewal conversations. Onboarding, Education & Enablement Сontrol a standardized onboarding system, segmented by client type, complexity, and risk. Create and maintain client guides, documentation, and educational content to reduce support load and minimize unnecessary CSM involvement. Continuously improve onboarding and education based on customer feedback and operational data. Support & Operations Own support operations and SLA performance, including: Ticket routing and prioritization Escalation management Backlog control Process improvement and documentation Establish strong operational processes through playbooks, SOPs, dashboards, and reporting. Growth, Expansion & Voice of Customer Own Voice of Customer, translating structured feedback into prioritized product, service, and process improvements. Partner closely with Product, Sales, Legal, Compliance, and Operations to align customer needs with delivery. Tooling & Reporting Operate CS tooling and reporting (CRM, ticketing/chat systems, dashboards, automation). Ensure transparency, data-driven decision-making, and reduced manual work across the CS function. Requirements 3+ years in B2B Customer Success, Account Management, or Client Operations. Experience with accounting/fiduciaries/Big4 would be a huge advantage. Strong ability to build client guides and educational materials, with clear, structured writing and continuous updates. Excellent stakeholder management and escalation handling skills. Comfortable operating in a startup pace: ambiguity, fast iteration, high ownership, system thinking. Tooling fluency: CRM, ticketing/chat tools, reporting (Sheets/Excel required; BI tools a plus), basic knowledge of AI tools required. Fluent in French and English (written and spoken). Nice to Have Exposure to Luxembourg environments in corporate services, fiduciary, regulated fintech, or accounting. Prior work in multi-stakeholder delivery environments involving legal, compliance, accounting, and product teams. Benefits and Compensation Competitive salary based on your experience and level of impact. Opportunities for professional and personal growth in an ambitious, entrepreneurial environment. Strong product and execution culture, supported by innovative tools, AI, and automation. Fast-moving environment with minimal bureaucracy. Flexible

working hours
built around trust and results. A rare opportunity to help build and scale a startup from scratch, with real ownership from day one. The role is based in our Luxembourg office, with hybrid flexibility possible after onboarding. We value strong in-office collaboration, especially during onboarding and peak delivery periods. Learn more at https://easybiz.lu/