Senior Digital Customer Success Manager

Senior Digital Customer Success Manager LumApps is now more than just an Employee Experience Platform — it is an AI-powered Employee Hub that supports companies in their digital transformation of communication, collaboration, and engagement with their customers, partners, and above all their employees. Our platform is a proven leader in this dynamic market with a truly unique vision and product. It has been deployed by Fortune 500 clients around the world and is delivering meaningful business benefits. LumApps is identified as a leader in Gartner's Magic Quadrant for Intranet Packaged Solutions as well as in Intranets Forrester Wave, and regularly selected for the French Tech Next40/120 program. ✨ In 2025, LumApps strengthened its leadership position by partnering with Beekeeper , a pioneer in frontline employee experience solutions. This strategic collaboration expands our reach and impact across all types of workers — from HQ to the frontline. Our mission: To make people feel that they belong and have a purpose. To create an environment where all employees are engaged and work together towards the same goal. Over 700 leading companies trust our solution to: 🎯 Improve the productivity of their teams with our AI-powered Collaborative Experience Platform integrated with both Google and Microsoft collaborative suites, 🎯 Transform employees into real ambassadors of their company, 🎯 Make employees more efficient and better connected to their peers and relevant information, regardless of their location, with the tools and information they need at their fingertips, 🎯 Help companies reduce turnover, accelerate employee onboarding, better collaborate and share knowledge, and even improve their customer experiences. With a team of over 600 Lumies spread across 11 offices (Lyon, Paris, Lille, Sophia Antipolis, London, Barcelona, Hamburg, Austin, Tokyo, Zurich, Krakow), we support large enterprises all around the world. Over the past year, we have been driving an ambitious phase in our journey under the impulse of our new shareholder Bridgepoint, aimed at propelling us to become the clear leader in our market and shine worldwide in our industry. We are looking for individuals who are excited to actively participate in this transformation. If these core values sound like you: "be bold, do amazing things" , "say what you mean, do what you say" , "one team, same mission" , "always be evolving" : apply now! *Team* Following the recent merger of our platforms, our Global Scale Team is undergoing an exciting, strategic transformation. Our mission is to manage a large, high-potential portfolio of SMB customers by shifting from a traditional, reactive 1:1 support model to a highly automated, proactive, and data-driven digital-first approach . Our goal is to leverage cutting-edge technology, AI, and scaled communications to deliver the right value to our customers at the exact right time. To architect, build, and orchestrate this vision, we are looking for our future Senior Digital CSM . *Missions* You will be the strategic mastermind behind our digital customer success initiatives. While our Operations team handles the technical software configuration, you will be the "brain" of the operation: designing the logic, analyzing customer behavior data, and defining the precise processes, triggers, and content strategies that will bring our Scale vision to life. Design Automated Customer Journeys: Conceptualize, map, and structure end-to-end automated campaigns across the customer lifecycle (e.g., seamless onboarding journeys, feature adoption tracks, pro-active churn prevention). Define our One-to-Many content strategy (webinars, in-app guidance, resource centers). Data Analysis & Trigger Definition: Dive deep into product adoption and customer health data to isolate leading indicators of churn or expansion. Define the business rules and automated alerts (e.g., usage drop triggers) and provide flawless specifications to the Operations team for technical implementation. Build AI & Efficiency Playbooks: Champion innovation by leveraging modern AI tools to create standard workflows, generative content templates, and smart playbooks that scale the entire CS team's impact and save operational time. Cross-Functional Leadership: Actively partner with key departments (RevOps, Customer Experience, Product, Marketing) to co-build, align, and evangelize the Scale strategy across the company. *KPIs* As a Senior Digital Customer Success Manager, your impact will be directly measurable through: Retention & Growth: Minimizing churn rate and improving NRR on the SMB segment. Product Adoption: Increasing the active usage of key features across your portfolio. Time-to-Value: Accelerating the velocity and success rate of automated customer onboarding. Customer Sentiment: Maintaining high CSAT scores through digital-touch touchpoints. *Skills* Proven Track Record: You have significant experience in Customer Success (SaaS B2B), with a proven track record of building, implementing, and optimizing Digital CS projects or 1-to-many strategies from scratch. Data & Tech Fluency: You have a strong analytical mindset. You understand the logic and architecture behind modern CS platforms (e.g., Planhat), product analytics tools (e.g., Pendo), and marketing automation. Strategic Conviction: You are data-driven and know how to justify your strategies, defend your ideas to stakeholders, and turn complex data into simple, actionable digital workflows. Creative & Autonomous: You think outside the box to engage thousands of customers uniquely. You don’t just manage processes; you invent them. Languages: English (Mandatory): Fluent, to collaborate daily with our international teams and global customers. French (Required): For direct management and internal alignment. German (Strong Plus): Given our large and growing portfolio in the DACH region. You will be joining a strategic team right at its foundation stage. You will have the full autonomy and freedom to shape our processes, select the best approaches, and leave a permanent mark on our organization. Your work will have a direct, visible impact on the efficiency of our CSMs and the satisfaction of thousands of customers worldwide. 💡 Why You’ll Love Working at LumApps We’re proud to offer a work environment where people feel supported, valued, and empowered. Here’s a peek at what we offer: 🏡 Hybrid work model – 2 days at the office, 3 days remote - Total remote possible 🕒 RTT days – ~10 extra days off per year 💳 Meal vouchers (SWILE) + free snacks & coffee 🧘‍♀️ Yoga classes - Take a mindful break in our Paris office 👶 Supportive parental leave and family moments — yes, even a Christmas party for your kids ! 🛡️ Health insurance (ALAN) – 60% covered + full life & disability cover 🎉 Afterworks, team celebrations & seasonal parties 💻 Equipment of your choice 🗣️ French & English lessons , professional development & access to Leeto CSE We aim to celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from candidates of all backgrounds, identities, and experiences. Department Customer Success Engineer EMEA Locations Paris, Tassin-la-Demi-Lune, Bordeaux, Lille, Lyon Remote status Hybrid Paris Tassin-la-Demi-Lune Bordeaux Lille Lyon LumApps is... A company that has been growing for more than 10 years Nearly 400 Lumies worldwide More than 700 customers Offices in Austin, Paris, Lyon, Lille, Sophia-Antipolis, London, Tokyo, Hamburg and Barcelona Our greatest pride? Our talents come from a variety of backgrounds and are passionate about creating a unique, powerful solution that delivers the best possible employee experience. About LumApps LumApps is an Employee Experience Platform that helps organizations thrive in a digital environment by connecting and empowering employees with purpose and belonging. Founded in 2015 Co-workers 400