We are looking for a Senior Customer Success Manager to join our team, working on-site from our Paris office. In this role you will be a key member of our Customer Success function, contributing directly to our goals and working closely with talented colleagues across the business.
This is a hands-on role with real ownership and impact. You will apply your skills in Customer Success, Account Management and Onboarding to solve interesting problems, ship work you can be proud of and help us raise the bar for what we do. You will collaborate with cross-functional teams, share your ideas openly and have the support you need to do your best work and grow along the way.
You will bring around 6 to 10 years of relevant experience and strong, practical knowledge of Customer Success, Account Management and Onboarding. Just as important are clear communication, sound judgement, attention to detail and the ability to collaborate effectively with people across different teams and backgrounds. Experience leading projects, mentoring others and influencing decisions will set you up for success in this role.
Within your first few months, you will get up to speed with our products, processes and people, build strong working relationships across the team, and begin taking ownership of your own work. Over time, you will have the opportunity to deepen your expertise, take on broader scope and grow your career with us as the company continues to scale.
In return, we offer a supportive, inclusive and collaborative environment, competitive pay, meaningful benefits and the chance to do work that genuinely matters. We care about our people, invest in their growth and want everyone here to be able to do the best work of their careers.
If this sounds like you, we would love to hear from you. Nimbus Systems is an equal-opportunity employer: we welcome applicants of all backgrounds and are committed to building a diverse team and an inclusive workplace where everyone can thrive. Apply today and tell us why you would be a great fit.
Responsibilities
As a Senior Customer Success Manager at Nimbus Systems, you will play a central role within our Customer Success function and take ownership of a broad and varied set of responsibilities. Working alongside a collaborative, motivated team, your day-to-day duties will include, but are not limited to, the following:- Mentor, coach and support more junior team members, helping them grow and do their best work.
- Make and clearly communicate well-reasoned decisions, including difficult trade-offs.
- Drive planning and prioritisation for your area, balancing short-term delivery with long-term goals.
- Document interactions, issues and resolutions accurately in the support and CRM systems.
- Identify recurring problems and share actionable feedback with product and engineering teams.
- Guide customers through onboarding, configuration and best practices to drive adoption and value.
- Proactively reach out to customers to ensure they are successful and to prevent churn.
- Maintain high levels of customer satisfaction and consistently meet response and resolution SLAs.
- Build and maintain help articles, FAQs and knowledge-base content for customers and colleagues.
- Build trusted, long-term relationships that turn customers into loyal advocates.
- Track account health and identify opportunities for expansion and advocacy.
- Contribute to process and tooling improvements that make support faster and better.
- Diagnose and resolve issues effectively, escalating complex cases with clear, complete context.
- Collaborate cross-functionally to advocate for customer needs and improve the overall experience.
- Respond to customer queries promptly, professionally and empathetically across all support channels.
- Support onboarding, knowledge-sharing and documentation so the wider team can learn, scale and succeed.
- Represent the team and the company professionally in internal and external interactions.
- Ensure your work meets agreed quality, compliance and security standards before it is considered complete.
- Participate constructively in team meetings, stand-ups, planning sessions, demos and retrospectives.
- Maintain accurate, thorough documentation and keep all relevant systems, tools and trackers up to date.
- Collaborate respectfully and effectively with colleagues across teams, functions, time zones and locations.
- Build strong, trust-based relationships with internal and external stakeholders.
- Adapt to changing priorities and remain calm, focused and effective in a fast-moving, evolving environment.
- Uphold the company's values, policies, security requirements and standards of professional conduct in all activities.
- Support and step in for teammates when needed to help the team meet its shared goals.
- Identify opportunities for improvement and bring forward practical ideas to make our products, processes and ways of working better.
- Continuously develop your skills, seek feedback and stay current with the latest developments in your field.
- Take full ownership of your work, manage your own priorities and consistently deliver to a high standard and on time.
What we're looking for
6-10 years of professional experience in a Customer Success Manager or similar roleStrong working knowledge of Customer Success, Account Management and Onboarding
Bachelor's degree in Business Administration (Master's preferred)
Proven track record of leading projects and mentoring team members
Benefits
At Nimbus Systems, we believe that looking after our people is the foundation of doing great work. We offer a comprehensive, thoughtfully designed benefits and perks package that supports your health, your finances, your growth and your life outside of work. When you join us, you can expect the following:- Opportunities to attend, speak at and learn from industry events and conferences.
- Generous, fully paid parental leave for all new parents, supporting you through one of life's biggest moments.
- A performance-linked annual bonus that meaningfully rewards both your individual contribution and the company's success.
- a generous annual leave allowance well above the statutory minimum, plus public holidays, because rest and time to recharge are essential to doing great, sustainable work.
- Recognition of personal milestones with celebration leave and thoughtful gestures.
- Thoughtful welcome kits, branded swag and little extras that make you feel part of the team.
- Mental-health support including confidential counselling, an Employee Assistance Programme and a range of wellbeing resources.
- Employee stock options (ESOPs), giving you a genuine stake in the company's growth and long-term success.
- A supportive, inclusive and collaborative culture where your ideas are genuinely heard and your contribution truly matters.
- Comprehensive medical, dental and vision insurance for you and your dependants, so you and your family are well looked after.
- Additional wellbeing and volunteering days each year to look after yourself and give back to your community.
- A real commitment to diversity, equity and inclusion, with employee resource groups and an open, respectful culture.
- Protected time for learning, regular internal knowledge-sharing sessions and access to leading online learning platforms.
- A competitive salary that is reviewed regularly and benchmarked against the market to keep your pay fair and current.
- Commuter, transport and travel support to make getting to and from work easier and more affordable.
- Employee discounts and access to a curated range of partner perks, offers and benefits.
- A flat, low-ego environment where good ideas can come from anyone and are acted upon.
- Personal accident and term life insurance providing financial protection and peace of mind for you and your loved ones.
- Support for relocation where relevant, to help you make a smooth move and settle in quickly.
- Structured mentorship, regular feedback and clear, transparent career-progression frameworks to help you grow.
- A results-focused environment that values outcomes and impact over hours logged at a desk.
- Regular team lunches, celebrations, offsites and social events that make work more fun, human and connected.
- Access to telemedicine and online doctor consultations so you can get care quickly, wherever you are.
Education
Bachelor's degree in Business Administration (Master's preferred)