Customer Success Manager SaaS

Signaturit Group part of the Namirial group is the European leader in secure digital transactions. Its cloud-native unified and modular platform enables public and private organisations to manage the entire lifecycle of their digital operations: from identity verification and onboarding to electronic signatures authentication communications fraud prevention qualified archiving and electronic invoicing.

As a Qualified Trust Service Provider (QTSP) under the eIDAS Regulation the group guarantees the highest level of legal certainty and regulatory compliance anticipating initiatives such as eIDAS 2 and the European Digital Identity Framework (EUDI Wallet).

Following the integration of Signaturit into the Namirial Group in 2025 the company consolidates a multinational position with more than 250000 customers a presence in more than 90 countries and a team of more than 1400 employees. Headquartered in Italy and with a strong presence in Spain France Germany and LATAM and South-East Asia the group combines global reach with local proximity to offer direct service to businesses and public administrations

What you will do at Signaturit A Namirial Company

The Customer Success Manager (CSM) is responsible for ensuring customers achieve their expected outcomes while using the companys products or services. Acting as the primary point of contact the CSM have an essential role in guiding customers through the onboarding process ensuring they successfully implement and optimize their solutions. The CSM fosters strong relationships drives customer satisfaction promotes product adoption and identifies opportunities for growth. This role plays a critical part in ensuring long-term customer loyalty and retention.

You will be responsible of

Account Management :

• Build and maintain strong trusted relationships with customers acting as their primary point of contact.

• Understand customers business objectives and tailor strategies to meet their needs.

• Monitor customer health metrics ensuring engagement and satisfaction

Onboarding & Training:

• Guide customers through the onboarding process ensuring a seamless and positive experience.

• Conduct product training sessions both virtual and in-person to enhance customer understanding and usage.

Advocacy & Support :

• Serve as the voice of the customer within the company ensuring their feedback is relayed to relevant teams (for example Product).

• Proactively address customer concerns resolve issues during project implementation stage and escalate when necessary.

• Product Adoption & Optimization:

• Drive product adoption by identifying opportunities to enhance usage and maximize value.

• Monitor customer usage and provide insights or recommendations for optimizing their experience.

Customer Retention & Growth :

• Track and improve customer health metrics (for example Net Promoter Score churn rate). - Identify upselling and cross-selling opportunities collaborating with sales teams to expand account revenue.

• Develop strategies to mitigate churn and increase retention. Reporting & Metrics: - Maintain accurate records of customer interactions feedback and progress in CRM tools (for example Salesforce)

• Prepare and present reports on customer success metrics including account performance and satisfaction. Collaboration: - Work closely with Sales Marketing and Product teams to ensure alignment on customer goals and expectations.

• Participate in product development discussions to advocate for customer needs and experiences. Working with the support team on project handovers plus preparing steering committees
  

What we believe should contribute to your success in this context

Qualifications:

• 5 years in customer success account management or similar customer-facing roles in a SaaS company.

• You already experienced and delivered contract renewal cycles Adoption strategy and Success programs.

• You take ownership both for your company and customers stakes with a solution-oriented mindset.

• You demonstrate your leadership skills to align teams and stakeholders to achieve Success goals.

• Fluent in French and English

Skills:

• Exceptional communication and interpersonal skills.

• Ability to analyze data and metrics to drive insights and decision-making.

• Proficiency in CRM tools (for example Salesforce) and customer success platforms is a plus.

• Strong problem-solving abilities and a proactive mindset.

• Organizational skills with the ability to manage multiple accounts simultaneously.

Interview process (indicative may require additional stages if required)

• HR Discovery Call (30 min)

• 1st interview with our CSM Senior

• Business case

• 2nd interview with our N1 CSM Manager (Direct Report) N2 C&OPS Director & business case feedback

• Reference check

Why Join Us

• Flexible hybrid work set up

• Flexible working hours and a framework status with RTT

• Health Insurance 100% covered

• Meal Vouchers (Ticket restaurants)

• Tailor-made onboarding and skills development program

• Regular events to maintain a good atmosphere

• Permanent role

• Base salary: 50/55K depending on assessed level of autonomy - Variable component: up to 3K upon 100% achievement of objectives defined with your manager.

Join Our Vision

Be part of Signaturit Groups journey to revolutionize digital transactions across Europe and beyond. We are excited to welcome fresh talent who are eager to make a meaningful impact in the digital world.

For more information explore our website and discover how you can contribute to our mission.

*The use of the masculine gender has been adopted for ease of reading and is not intended to be discriminatory.

* The use of the masculine gender has been adopted for ease of reading and is not intended to be discriminatory.