Digital Customer Success Manager

We are seeking our **first Digital Customer Success Manager** to join an international team of CSMs and Senior CSMs. In this pioneering role, you will build the foundations of our **digital and automated customer success strategy**: designing playbooks, creating scalable campaigns, and developing content and materials to support our self-serve customer base.

Your mission**:drive adoption, expansion and retention** by leveraging automation, data insights and customer engagement platforms. You’ll act as a true **Swiss Army knife**—at the crossroads of Customer Success, Marketing and Technology—creating impactful digital experiences that maximise value for customers while ensuring measurable ROI.

This is a unique opportunity to join a fast-growing **Fintech scale-up** and contribute to building digital-first customer success practices in an international environment.

**Key Responsibilities**
- ** Pioneer Digital Success**: Build and execute the first set of digital playbooks, automated journeys, and scalable campaigns for self-serve customers.
- **Customer Lifecycle Management**: Design personalised lifecycle campaigns (onboarding, education, engagement) leveraging tools like **Intercom, Salesforce and in-house solutions**.
- **Content Creation**: Produce digital materials, guides, and resources to educate and empower customers at scale.
- **Risk Mitigation & Retention**: Identify churn risks via data signals and trigger proactive, automated interventions.
- **Data & ROI-Driven**: Monitor customer health metrics, campaign impact and continuously optimise based on measurable outcomes.
- **Cross-functional Collaboration**: Partner with Marketing, Product, and Support to align on messaging, share insights, and improve usability.

**What we're looking for**

A successful Customer Success Strategist is a versatile professional with a deep product knowledge, excels in building strong customer relationships, demonstrates clear communication, possesses market and customer knowledge, manages time effectively and drives customer adoption while recognising potential risks.
- **3-5 years’ experience** in Customer Success, Customer Marketing, or CS Ops, ideally in B2B SaaS.
- **Tech-Savvy & Analytical**: Skilled at using data to guide decisions and measure ROI of initiatives.
- **Customer-Centric & Service-Oriented**: Strong focus on helping customers succeed and delivering measurable results.
- **Hands-On Marketing Skills**: Experience creating digital content and executing automated campaigns.
- **Process & Project Management**: Ability to design and optimise scalable workflows.
- Familiarity with **CS tools, CRMs and ticketing systems**such as Intercom and Salesforce.
- **Language Proficiency**: Fluent in both French and English, with the ability to communicate effectively across diverse customer and internal audiences.

**Nice to Have**
- Previous experience in **fintech** or with finance/accounting SaaS (Spendesk, Xero, QuickBooks, Sage, NetSuite).
- Understanding of financial processes (invoicing, expense management, procurement).
- Experience in SaaS **implementation or onboarding projects**.
- Multilingual skills and/or experience with **international customer bases**.

**About Spendesk**
Spendesk is the AI-powered spend management and procurement platform that transforms company spending. By simplifying procurement, payment cards, expense management, invoice processing, and accounting automation, Spendesk sets the new standard for spending at work. Its single, intelligent solution makes efficient spending easy for employees and gives finance leaders the full visibility and control they need across all company spend, even in multi-entity structures. Trusted by thousands of companies, Spendesk supports over 200,000 users across brands such as SoundCloud, Gousto, SumUp, and Bloom & Wild. With offices in the United Kingdom, France, Spain and Germany, Spendesk also puts community at the heart of its mission.

**About our people & culture**
We believe that people do their best work when they’re given the freedom to thrive and grow. That’s why liberation is at the core of everything we do. We empower Spendeskers to take ownership of their work, to navigate ambiguity, and seize every opportunity. Spendeskers come from all over the world (35+ countries and counting) but we have plenty in common: we're bold, ever-curious, committed to kindness, and tackle every challenge with a positive mindset.

**About our benefits**
Our culture is built on trust, empowerment, and growth — with benefits to match
- Flexible on-site and remote policy (up to 4 days per month + 3 non-consecutive weeks per year)
- Alan health insurance (fully covered by Spendesk)
- Meal vouchers through Edenred (€6 per working day)
- 100% reimbursement on public transportation subscription
- Access to Moka.care for emotional and mental health wellbeing
- 28 days of holidays
- Latest Apple equipment
- Great office snacks to fuel your day
- A positive team