Customer Success Manager

Customer Success Manager Our mission We give companies of all sizes - as well as individuals - access to the best cash investment products, typically reserved for large corporations and institutional investors. Our products are available through a web interface, via API, or through a growing network of distribution partners. Unlike banks, which tend to offer rigid investment products with complex contractual terms, our offering is simple, transparent, and highly flexible. About Spiko Founded in mid-2023 by Antoine and Paul-Adrien , Spiko is a fast-growing fintech now helping more than 2,000 companies put several hundred million euros in idle cash to work. Our culture We foster a culture of excellence rooted in transparency , humility , and performance . This mindset shapes how we make decisions, how we share information internally, and how we design and sell our products. Your role As a Customer Success Manager at Spiko, you are the voice of Spiko to our customers. The role spans two core areas: Tech-Touch Approach / Customer Care / You own the end-to-end client care experience and are accountable for key satisfaction metrics, including first response time, resolution rate, and customer satisfaction scores. Every interaction - whether a simple question or a complex issue is handled with speed, clarity, and care. You leverage AI extensively to deliver a best-in-class, scalable tech-touch support experience. High-Touch Approach / Customer Success You drive customer success for key accounts by building strong relationships, understanding client needs, and identifying expansion opportunities. You ensure product adoption and help clients maximize the value they get from Spiko’s solutions. You act as a bridge between customers and the product team, translating feedback into actionable insights that shape our roadmap. What you'll do Customer Care Respond to and manage inbound support requests across channels, addressing queries from individual, corporate, and institutional investors across several European markets. Resolve client issues efficiently while maintaining timely follow-up to build trust and long-term satisfaction. Design, train, and continuously improve AI-powered support workflows to handle high-volume, low-complexity requests - freeing up your time for high-value client interactions. Triage and prioritize requests, ensuring critical issues are escalated and resolved promptly. Collaborate on the creation and maintenance of support documentation (FAQ, help center articles, response templates). Customer Success Proactively monitor client health indicators to identify at-risk accounts or growth opportunities across segments. Gather and synthesize client feedback from both segments to inform product roadmap decisions and service improvements. Key accounts (one-to-one): Act as the dedicated CSM for our most strategic clients - build deep relationships, run regular business reviews, proactively identify expansion and upsell opportunities, and ensure they get maximum value from Spiko's products. Broader client base (one-to-many): Design and execute scalable engagement strategies - automated check-ins, educational content, and in-app nudges - to drive adoption and satisfaction across our growing portfolio of 5,000+ clients without requiring individual touchpoints. Support & Operations Process Improvement Identify recurring pain points in the client experience (common support tickets, confusing product flows, documentation gaps) and translate them into concrete improvement proposals. Work closely with Product, Engineering, and Ops to prioritize and implement changes that reduce ticket volume and increase client autonomy. Build and refine internal playbooks and escalation procedures so the support function scales smoothly as the client base grows. Leverage AI tools to automate first-line support, analyze ticket trends, and proactively surface answers to clients before they need to reach out. You'll be expected to push the boundaries of what AI can handle in our support stack. Ideal profile Academic background : degree from a university or business school, ideally with a focus on business, communications, or management - but we're open to other backgrounds if you're empathetic, sharp, and eager to learn. Experience : 1 to 3 years in a client-facing, support, or customer success role, ideally in a startup, fintech, or SaaS environment. Experience with support tools (Intercom, Zendesk, or similar) and AI-powered support automation is a strong plus. Skills : you're an excellent communicator - both written and verbal. You're comfortable handling multiple conversations simultaneously and can explain complex topics simply and clearly. Market : comfortable supporting clients across multiple European jurisdictions. Experience in fintech is a plus, but not required - we'll get you up to speed. What matters most is a genuine interest in our space and products. Mindset : you're highly empathetic and service-oriented. You take pride in turning a frustrated client into a happy one and see every interaction as an opportunity to strengthen the relationship. Autonomy : you're proactive, reliable, and able to take ownership of the client experience while seeking feedback to improve quickly. AI & tools mindset : you're excited about using AI to automate and scale support. You're comfortable experimenting with new tools, building workflows, and iterating fast to improve efficiency. Languages : fluent in French (native level) with excellent written skills, and professionally proficient in English. Any additional European language (Spanish, Italian, German…) is a strong plus. What we offer 💰 Competitive package : salary + stock options 📍 Office : in the heart of Paris, 2nd arrondissement 🏡 Remote work : up to 2 days per week and/or one full remote week per month 💻 Best-in-class set-up : latest-generation MacBook, etc. 🏥 Health insurance : 100% covered by Spiko 🍏 Benefiz: flexible meal vouchers and perks in one app. 🎊 Social life : regular afterworks and biannual offsites Hiring process Screening call with our talent team 30-minute interview via video call or in-person with Hiring Manager Take-home case study to prepare and present over video Final interview in person with the founders Reference check : we'll contact two people you've worked with, ideally former managers Offer! Job details Permanent contract (CDI) Full-time Start date: as soon as possible Département Customer Sucess Locations Paris office Remote status Hybrid About Spiko Founded in 2023 Coworkers 25