Senior Customer Success Manager

Hi, we’re Prismic 👋 and we’re designing the future of the web. We believe in autonomous websites and deeply personalized digital journeys . Our mission is to empower marketers and developers to create empathic web experiences at scale and with soul . We’re pioneering an entirely new category: the Automation Platform for Websites . It’s what comes after the CMS. Imagine a site that knows your brand by heart and grows itself, continuously optimizing layout and interactions—while staying beautifully on-brand. 🚀 Used by Builders at Bershka, AXA, Deliveroo, TicketMaster Over 5,000 companies trust Prismic, including 300+ enterprise teams who build and scale with us. We’re product-obsessed, community-powered, and backed by top-tier investors. We work with thrilling problems like encoding brand voice and visual identity into adaptive systems, designing agentic AI architectures that drive growth, creating tools that let marketers build empathetic flows without code, process automation with AI, etc. 💫 Role We're seeking a Senior Customer Success Manager to drive the expansion, retention and adoption of a strategic account portfolio within the Customer Success Team . With your strong experience in managing C-level stakeholders and multi-threaded sales processes, you'll own the full sales cycle from opportunity detection to deal closure, driving substantial revenue growth from our customer portfolio along with building strong customer satisfaction and expand their Prismic usage. What you will be doing? 🔧 Own and manage a portfolio of high-value clients , from innovative startups to established Fortune 500 companies, guiding them through every stage of their journey with Prismic as their primary point of contact. Strategic account growth : Build and execute mid- to long-term strategies to maximize cross-sell (primary goal) and upsell (secondary goal) opportunities. Sales execution : Lead the entire sales cycle from identifying opportunities to structuring deals, negotiating terms, and closing. Relationship building : Engage with C-level stakeholders to build trusted relationships and deliver actionable insights that align with their strategic goals. Act as a trusted advisor, advocate, and coach to help clients achieve their strategic objectives, building deep and meaningful relationships with multiple contacts, including executive stakeholders. Conduct regular business reviews to ensure alignment with customer goals and value realization. Proactively work to drive product adoption, enhance customer satisfaction, and influence customer health scores across your portfolio. Proactively identify, flag, and mitigate risks within your accounts to maintain a healthy book of business and retain your portfolio. Collaborate cross-functionally : Work closely with Customer Success Managers, Solution Engineers, Finance, Legal, Product, and Marketing teams to ensure the successful execution of account growth strategies. Travel : Travel once per quarter within Europe to strengthen customer relationships along with attending events to explore new opportunities. What Success Looks Like: Build a book of expansion opportunities and achieve significant cross-sell and upsell targets, driving incremental Annual Recurring Revenue (ARR). Build long-term relationships with key stakeholders across strategic accounts, ensuring ongoing engagement and retention . Drive adoption across your portfolio providing best practices ensuring customer’s satisfaction and growth using Prismic. Performance indicator: Expansion: Cross sell / Upsell Retention: GRR Adoption Are you the one? 🧠 Experience: 6+ years in a Senior CSM/ Senior Account Manager/Key Account Manager/Expansion Manager/Account Director role, with a strong experience on cross-sell and upsell. You have worked in fast-growing companies (Series A/B/C) and have a track record of exceeding sales targets, carrying strong expansion quotas in a fast-paced, competitive sales environment. Sales acumen : Demonstrated success in generating and closing pipeline within existing accounts. You are organized, autonomous, and excellent at hunting opportunities, negotiating and closing deals. Experience working for a company in our current stage and through its growth ($10M - $50M ARR range, product-led growth, lots of change, and building internal structure). Proven ability to drive growth across all markets levels and enterprise accounts: From hands-on expansion efforts requiring tactical execution and persistence, to strategic multi-threaded relationship building with C-level stakeholders. Comfortable mapping and operating across varied engagement models, depending on account maturity and opportunity type. Proven experience working with companies that sell products or services to marketing teams , with a strong understanding of marketers' goals, KPIs, and workflows. Industry knowledge : Strong understanding of trends in digital experience, e-commerce, and content management, with a solid technical aptitude to work alongside developers and technical teams. Team player : Collaborative with internal teams, structured in approach, and able to work independently while communicating effectively with stakeholders. Adaptability : You thrive in fast-paced environments where change is constant and structures are being built. You are proactive and have a problem-solving mindset. AI experience: You have been leveraging AI tools to increase your productivity, enhance your work, and you want to get to the next level with your AI skills. Bonus Points + Fluent in French (oral and written). Familiarity with HubSpot CRM. Experience working with CMS tools or related technology. Why Join Us? You’ll have the opportunity to work with high-level strategic accounts and engage with C-level executives across world-leading companies. As a core part of our growing Customer Success team, you will play a key role in scaling revenue during an exciting phase of growth, with a strong focus on expansion opportunities . This role gives you autonomy and ownership of a high-potential portfolio, with strong internal support from cross-functional teams. Join a fast-growing company with ambitious goals to shape the future of web development. What are the perks? 🎉 Firstly, we are hiring across Europe, and this is a hybrid position. Latest Macbook A budget for you to equip your home office setup English classes for all levels Online and onsite yoga classes 3x/week Yearly company gatherings to take a break from the routine and give you the chance to meet the international teams! (also, other benefits that may depend on the country you’re based in) Afraid of missing out if you’re remote? 🌍 Worry not! This role follows a hybrid model with mandatory in-office days at least once per quarter, communicated in advance. Opportunities to spend time at our Paris office. Regular virtual events and global meetings to stay connected. A relaxed and informal atmosphere where you can thrive, grow, and keep learning.