Digital Customer Success Manager

We are seeking our first Digital Customer Success Manager to join an international team of CSMs and Senior CSMs. In this pioneering role, you will build the foundations of our digital and automated customer success strategy : designing playbooks, creating scalable campaigns, and developing content and materials to support our self-serve customer base.Your mission : drive adoption, expansion and retention by leveraging automation, data insights and customer engagement platforms. You'll act as a true Swiss Army knife-at the crossroads of Customer Success, Marketing and Technology-creating impactful digital experiences that maximise value for customers while ensuring measurable ROI.This is a unique opportunity to join a fast-growing Fintech scale-up and contribute to building digital-first customer success practices in an international environment.Key Responsibilities

• Pioneer Digital Success : Build and execute the first set of digital playbooks, automated journeys, and scalable campaigns for self-serve customers.
• Customer Lifecycle Management : Design personalised lifecycle campaigns (onboarding, education, engagement) leveraging tools like Intercom, Salesforce and in-house solutions.
• Content Creation : Produce digital materials, guides, and resources to educate and empower customers at scale.
• Risk Mitigation & Retention : Identify churn risks via data signals and trigger proactive, automated interventions.
• Data & ROI-Driven : Monitor customer health metrics, campaign impact and continuously optimise based on measurable outcomes.
• Cross-functional Collaboration : Partner with Marketing, Product, and Support to align on messaging, share insights, and improve usability.What we're looking forA successful Customer Success Strategist is a versatile professional with a deep product knowledge, excels in building strong customer relationships, demonstrates clear communication, possesses market and customer knowledge, manages time effectively and drives customer adoption while recognising potential risks.
• 3-5 years' experience in Customer Success, Customer Marketing, or CS Ops, ideally in B2B SaaS.
• Tech-Savvy & Analytical : Skilled at using data to guide decisions and measure ROI of initiatives.
• Customer-Centric & Service-Oriented : Strong focus on helping customers succeed and delivering measurable results.
• Hands-On Marketing Skills : Experience creating digital content and executing automated campaigns.
• Process & Project Management : Ability to design and optimise scalable workflows.
• Familiarity with CS tools, CRMs and ticketing systems such as Intercom and Salesforce.
• Language Proficiency : Fluent in both French and English, with the ability to communicate effectively across diverse customer and internal audiences.Nice to Have
• Previous experience in fintech or with finance / accounting SaaS (Spendesk, Xero, QuickBooks, Sage, NetSuite).
• Understanding of financial processes (invoicing, expense management, procurement).
• Experience in SaaS implementation or onboarding projects.
• Multilingual skills and / or experience with international customer bases.As we are an international team, please submit your application and CV in English.About SpendeskSpendesk is the AI-powered spend management and procurement platform that transforms company spending. By simplifying procurement,