Customer Success Manager - French speaking (Madrid)

Are you looking for a big challenge and an opportunity to make an equally big impact as an early hire in our growing Customer Success team?

Apply for this job

Are you looking for a big challenge and an opportunity to make an equally big impact as an early hire in our growing Customer Success team?

Do you have knowledge and experience to contribute to best practise and the ideas within customer engagement, onboarding and service and do you have the initiative and motivation to always improve? Then you have some of the key qualities that we will be looking for to fill this position !

The opportunity and what we offer

Formalize is on an expansive journey with strong market traction across Europe. As our new Customer Success Manager, you will play a vital role in securing a best in class onboarding and service experience for our growing customer base and you will contribute significantly to continuously increasing customer adoption and advocacy.

Furthermore you will :

Be part of a fast-growing international SaaS company

High level of trust and autonomy

Be part of a social, diverse and international team

Responsibilities

Manage the customer relationship from onboarding to renewal, acting as the primary contact for strategic accounts.

Act as a trusted advisor to compliance, IT, and security stakeholders to ensure customers realize the full value of the Formalize platform.

Deliver proactive support through training, workshops, and strategic check-ins tailored to customer needs.

Drive feature adoption and engagement, with a focus on high-value modules such as NIS2 and DORA, and monitor account health using usage data and feedback.

Collaborate with Sales during renewal cycles and identify opportunities for upsell or cross-sell.

Provide structured feedback to Product and CS Operations based on recurring customer pain points or feature requests.

Maintain accurate records of customer interactions and success metrics.

Qualifications and about you

2-3 years of experience in B2B SaaS or GRC, in a similar customer facing position

Connect effortlessly with multiple clients and build lasting relationships simultaneously while maintaining attention to detail and follow-through.

Strong communicator, collaborator and problem solver

Familiarity analyzing customer behavior and usage data to and usage data to proactively address risks and uncover growth opportunities.

Structured, diligent and dedicated

Native in French and professional fluency in English

Able to work full time in one of our offices

You thrive in an environment where you contribute to maintaining a high momentum

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