Customer Success Manager – B2B SaaS

Fluid Topics is the leading Product Knowledge Platform for people and AI. Serving Fortune 500 companies and tech organizations of all sizes, Fluid Topics is the go-to solution for tech companies seeking to enhance team collaboration, customer service, and field service operations with distinctive business applications fueled by product knowledge.

The Role

We are hiring a Customer Success Manager to manage a portfolio of enterprise accounts, primarily in Europe, with additional coverage across the US East Coast. As a trusted advisor, you will drive adoption, value creation, renewals, and expansion opportunities, in close collaboration with our Solution Experts, Product, and Sales teams.

What you’ll be doing

• Manage a portfolio of enterprise accounts and build relationships at every level, from operational stakeholders to executive sponsors.
• Lead business reviews (QBRs/EBRs) and maintain a clear Success Plan for each account.
• Support customer onboarding and promote best practices across user profiles (Documentation/Knowledge, Support, IT/Security).
• Proactively monitor account health, product usage, and business outcomes; identify risks early and implement mitigation plans.
• Collect and prioritize customer functional and technical needs, and relay them to Solution Experts with clear and contextualized requirements.
• Coordinate Solution Experts and Professional Services teams on advanced functional topics.
• Partner with Sales Ops on renewals and expansion opportunities.
• Ensure clear customer communication during incidents or significant changes.
• Act as the voice of the customer internally and as an ambassador of Fluid Topics externally.
• Maintain strong hygiene in CRM/CS tools, including notes, activities, and forecasts.
• Identify new commercial opportunities within existing accounts and hand them over to the sales team.
• Work with the Marketing team on customer loyalty and engagement programs tailored to customer practices.

What you bring

• You have 3 to 4 years of experience in B2B SaaS Customer Success, managing enterprise or upper mid-market accounts.
• You have experience working with international customers and strong cross-cultural awareness across Europe and the US.
• You are comfortable with technical products; experience with content, search, or knowledge management platforms is a plus.
• After product training, you are able to discuss topics such as content connectors, indexing, relevance, SSO, and APIs at a functional level.
• You bring strong facilitation, storytelling, and negotiation skills, and are comfortable engaging with executive stakeholders.
• You are organized, proactive, and data-driven, with solid command of CRM/CS tools.
• You are able to manage multiple workstreams in parallel: handling a high volume of inbound requests, prioritizing by impact and criticality, and delivering on time.
• You know how to escalate with good judgment: identifying when to involve internal experts versus handling issues autonomously, and turning solutions into playbooks or knowledge base content to reduce future inbound.
• Fluent English required (C1/C2) — this is the main working language with customers.

• Any additional European language is a plus (German, Dutch, Spanish, etc.).

What we offer

• A role with international impact: From day one, you will work with enterprise customers across Europe and the United States on a product recognized as a leader in its category.
• Full flexibility: Work fully remote from anywhere in France, or on-site in Lyon or Lambesc — your choice. Some customer travel and team events are expected, around 4 to 6 times per year.
• Continuous learning — a strong commitment: We invest in your growth through a dedicated annual learning budget, access to industry conferences (Customer Success, SaaS & Tech), professional training tailored to your development, and ongoing cybersecurity education as part of our ISO 27001 commitment.
• A collaborative culture: A human-sized company where every voice matters, with real growth opportunities in an internationally expanding environment.
• OTE package: €48,000–€56,000 gross per year (base salary + variable)
• Health insurance, meal vouchers, and other benefits.