Customer Success Manager HF

Skaleet is a dynamic and fast-growing tech company specializing in Core Banking Solutions. We help financial institutions in 15 countries to innovate scale and deliver superior banking experiences to millions of end-customers.

At Skaleet we thrive on collaboration creativity and a shared passion for redefining the future of banking.

Join us in our journey to transform the financial industry !

We are constantly looking for talented individuals to help us continue developing our solution and achieve our goals: free European banks and fintechs from legacy core banking systems so they can finally deliver modern modular real-time banking experiences without compromising on compliance or robustness.

Our ambition is to build the pan-European leader in modern Core Banking.

Over the next five years our ambition is to become the platform of choice for European financial institutions to:

• Modernize their infrastructure

• Scale their operations

• Rapidly launch new banking services

Context

As Skaleet continues to scale across Europe and beyond we are looking for a Customer Success Manager to own and elevate the client experience across our B2B SaaS banking platform portfolio.

Embedded within the Customer Factory & Professional Services organization and reporting to the VP Customer Experience you will be the primary post-go-live partner for our clients ensuring platform adoption service quality and long-term satisfaction. You will act simultaneously as the clients internal advocate and as Skaleets ambassador in the field.

This role places you at the intersection of client relationships technical operations and product strategy where your ability to orchestrate communicate and anticipate directly shapes client success and platform growth.

Your future missions

You will own the full post-onboarding lifecycle for a portfolio of strategic banking clients operating in a Continuous Delivery environment where execution quality and trust are everything.

You will not manage abstract accounts but real production banking platforms used daily by thousands to millions of end-users.

1. Client relationship & account intelligence

• Master your clients environments : architecture integrations channels configurations and technical dependencies

• Map client organizations and decision-making circuits

• Maintain a clear view of contractual commitments and scope (in coordination with the Account Manager)

• Conduct ongoing market and usage monitoring

2. Communication & governance

• Adapt your communication style to each stakeholder from C-level to technical teams and finance

• Structure and lead client rituals : ad hoc reviews operational and strategic steering committees roadmap follow-ups

• Proactively anticipate client needs in alignment with Skaleets priorities

• Provide regular account status updates covering satisfaction risks and upcoming changes

• Ensure clear reassuring communication even in crisis situations

• Operate confidently in international contexts

3. Run management & client lifecycle

• Take over from the Implementation Specialist at handover ensuring continuity and post-go-live stability

• Coordinate and oversee the deployment of developments (evolutions and fixes)

• Support clients through the adoption of new platform versions

• Identify shifts in client status (growth inertia risk) and deploy proactive adapted action plans

• Maintain a structured up-to-date action plan per account

4. Request & incident management

• Ensure rigorous follow-up on technical incident resolution with appropriate client communication

• Handle client requests end-to-end in collaboration with internal teams (Tech Product Support)

• Receive and qualify Change Requests

• Proactively manage incidents to reduce recurrence and maintain service stability

5. Operational performance & continuous improvement

• Leverage available tools to analyze client usage and formulate optimization recommendations

• Monitor and optimize performance indicators (SLAs KPIs)

• Collect and analyze client feedback to enrich the product roadmap

• Simplify processes and strengthen governance in collaboration with clients

6. Coaching adoption & expansion

• Guide clients in their ongoing product ownership and adoption journey

• Be present during key milestones (audits major releases)

• Optimize usage within the current scope before pursuing expansion

• Identify and pass on expansion opportunities to the Account Manager

You are a great match if:

• 3 to 5 years of experience in a cross-functional IT production account management or Customer Success role ideally in a SaaS or Fintech environment

• Degree in computer science engineering finance or equivalent

• Solid technical foundation: operating systems databases APIs networking monitoring tools (e.g. ELK) ITIL or DevOps methodologies

• Familiar with cloud architectures (e.g. OVH) and SaaS software environments

• Knowledgeable in banking techno-functional environments (versioning Agile EPC)

• Proficient with ticketing and project management tools: JIRA Confluence Coda

• Strong analytical and structuring skills you diagnose fast and propose effective solutions

• Methodical and rigorous you manage multiple accounts and topics in parallel with precision

• Proactive pedagogical and clear in your communication including under pressure

• Fluent in English and French (written and spoken)

The benefits of joining Skaleet

• Play a key role in the success of large-scale digital banking platforms used by Tier-1 institutions

• Have a direct impact on the product roadmap and service quality

• Be part of a fast-growing company with strong ambitions and a clear product vision

• Thrive in a high-impact environment that values ownership initiative and continuous improvement

• 25 days of paid vacation and 12 additional days off (RTT) per year

• Premium health insurance : Alan Blue

• Swile card to cover your daily lunches

• Strong entrepreneurial culture and collaborative team spirit

• Brand-new offices in Boulogne-Billancourt right next to Metro Line 10