Customer Success Manager

Job description

We are looking for a French-speaking Customer Success Manager who will be THE dedicated point of contact for our French and Belgian (French speaking) customers. You'll own the complete customer lifecycle: from structured onboarding and training to proactive account management and responsive support. This is a versatile, hands-on role requiring native-level French, fluent English, technical aptitude, and SaaS experience. Being proficient in Dutch is an advantage

Are you a tech-savvy, data-driven customer sidekick who thrives in a dynamic scale-up? Keep on reading

👋 Meet Zero Friction: the sidekick of Europe's energy heroes

We are a fast-growing SaaS scale-up on a mission to make the energy transition easy, fair and frictionless. Our platform empowers heating and cooling suppliers to automate billing, cost allocation, and customer management - so they can focus on what truly matters: delivering reliable, affordable energy to communities.

At Zero Friction, we don't just build software - we build superpowers for our heroes. By removing hassle and enabling transparency, we help suppliers lead the way to a sustainable future. Collaboration, innovation and bold thinking are at our core. Ready to fight friction with us? 🚀

Why this role matters

As our Customer Success Manager for France and Belgium, you are THE face of Zero Friction for our French-speaking customers. You own their complete journey: designing and executing premium onboarding experiences, managing day-to-day account health, and ensuring fast, high-quality support.

You are their trusted advisor, problem-solver and success partner - the person they turn to for everything from technical implementation to strategic optimization. You combine strategic thinking with hands-on execution, working across onboarding, training, account management and support to drive adoption, satisfaction and retention.

Your work directly impacts customer success, product improvement and company growth in our key French and Belgian markets.

🤓 Your mission

Onboarding & Training

• Design and execute structured onboarding programs including kick-off, requirements mapping, technical implementation, go-live and hypercare for all French-speaking customers

• Deliver external training sessions to ensure proficient platform usage and alignment with best practices

• Standardize onboarding processes, learning materials and templates to ensure efficiency, repeatability and quality

• Track onboarding success metrics (time-to-go-live, CSAT, hypercare outcomes, training completion rates) and continuously identify improvements

Account Management

• Be THE primary operational contact for assigned French and Belgian SaaS customers, ensuring they achieve maximum value from the platform

• Monitor account health, usage metrics and customer satisfaction indicators (NPS, health scores, churn risk)

• Proactively manage relationships, anticipate needs and drive usage optimization

• Gather and communicate feature requests, process improvements and operational insights to Product and internal teams

• Support renewals, identify growth opportunities and maintain accurate account documentation

Customer Support Operations

• Contribute to first-line support through Intercom and other channels, ensuring SLA compliance

• Create and maintain help articles and documentation in the helpcenter in French

• Handle escalations and ensure effective communication

Cross-functional Collaboration

• Act as the voice of French-speaking customers within Zero Friction, bridging Customer Success, Product, Sales, BPO and Engineering teams

• Ensure smooth handovers between onboarding, BAU operations and support

• Maintain a close feedback loop with Product by consistently relaying customer insights from the French market

• Support analysis and testing of new or improved features

👂 Does this sound like you?

Essential requirements:

• Native or fluent French (spoken & written) - you'll be the French-speaking expert for our customers; perfect command is non-negotiable

• Fluent English (spoken & written) - essential for internal collaboration with our international team

• Tech-savvy and data-driven - you measure, analyze and optimize based on metrics; comfortable with SaaS platforms, automation tools and data analysis

• SaaS experience - proven track record in customer onboarding, account management, implementation or support within a SaaS environment (ideally with billing software and/or energy industry experience)

Strong plus:

• Dutch language skills (spoken & written)

Profile:

• Experienced in managing complex customer journeys from onboarding through BAU operations in a client-centric SaaS environment

• Strong project management skills - you can structure complex processes, manage multiple initiatives simultaneously and meet deadlines without compromising quality

• Excellent communication and facilitation skills; comfortable leading training sessions, managing escalations and coordinating stakeholders in French and English

• Proactive problem-solver with a customer-centric mindset - you anticipate needs and deliver premium experiences

• Analytical mindset - you track KPIs, identify patterns in support data and continuously improve processes

• Team player who thrives in cross-functional collaboration

• Results-driven and detail-oriented - you balance strategic thinking with hands-on execution

• Adaptable and comfortable with shifting priorities in a fast-paced scale-up environment

• Cultural awareness: you understand the French and Belgian markets and can build strong relationships with customers in these regions

🤝 What's our offer?

• A meaningful, versatile role in a fast-growing SaaS scale-up shaping the energy transition in Europe

• Own the complete customer success function for our French-speaking market - be the go-to person for France and Belgium

• Opportunity to shape processes, build relationships and directly impact our growth in key markets

• Hybrid work setup with flexibility in hours and location

• A highly collaborative, ambitious and friendly team culture

• Competitive salary and extralegal benefits

• Professional development opportunities: lead initiatives, innovate processes and grow with the company

• Direct impact on customer satisfaction, product development and company growth

🤩 Excited?

If this role excites you and you match the essential criteria, we want to hear from you. At Zero Friction, attitude and potential matter more than ticking every box. Apply now and help us make energy simple and frictionless for our French-speaking customers.

Zero Friction is an equal opportunity employer. We celebrate diversity and welcome applicants from all backgrounds.