Customer Success Manager - SaaS

About Signaturit Group, a Namirial Company

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 250,000 customers, a presence in more than 90 countries, and a team of more than 1,400 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

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

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 N+1 CSM Manager (Direct Report), N+2 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 - V ariable component: up to 3K€ upon 100% achievement of objectives defined with your manager.

Join Our Vision 🚀

Be part of Signaturit Group's 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.