Why This Job is Featured on The SaaS Jobs
This Customer Success Manager role stands out in the SaaS ecosystem because it sits at the intersection of product adoption, commercial outcomes, and customer advocacy. The scope spans day-to-day enablement, executive stakeholder management, and structured measurement of value (NPS and ROI), which reflects how modern B2B SaaS companies operationalise retention and expansion rather than treating support as a separate function.
From a SaaS career perspective, the work builds durable expertise in post-sale revenue mechanics—renewals, upsell, and cross-sell—while staying close to product feedback loops. Regular collaboration with Product/Tech, Solution Engineering, and delivery teams creates exposure to how SaaS platforms evolve based on real usage data and customer friction, and how cross-functional execution affects outcomes across the lifecycle.
The role is best suited to professionals who prefer a consultative, metrics-aware approach to customer management and who are comfortable coordinating across multiple internal teams. It will appeal to someone who enjoys translating customer goals into practical action plans, maintaining structured follow-through across parallel initiatives, and contributing to product direction through clear, evidence-based feedback. Fluency in French and English signals a client-facing remit across stakeholders and contexts.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
- Manage the portfolio of customers that will be entrusted to you by accompanying them in the daily use of the Nfinite service:
- Proactively propose action plans to simplify the customer experience and remove any identified friction;
- Measure on a regular basis:
- Customer satisfaction level (NPS);
- the value provided by Nfinite to the Customer (ROI).
- Create a relationship of trust with your contact persons & C-levels
- Be accountable for the generation of Nfinite revenues through:
- Contract renewals;
- Upsell;
- Cross-sell (within the same geographic area).
From the identification of the opportunity to the deal closing.
- Be the ambassador of the Nfinite platform to your customers:
- Proactively propose action plans to reinforce their knowledge of the platform and the use of its capabilities;
- Analyze the user experience and propose improvements, in close collaboration with the Nfinite product teams;
- Train & support the customer in their daily use of the Nfinite platform.
- Be the voice of the customer within the Nfinite organization - in particular with
- Product & Tech teams:
- Seize the opportunity of each Customer's feedback to contribute to the development of the Nfinite roadmap;
- Organize workshops between Customers & Nfinite Product / Tech teams when necessary.
- Teams in charge of creating 3D models ("Digital Twin") for our customers:
- Ensure a good understanding of the customer's issues and expectations on the part of the Nfinite teams in charge of the production of 3D models;
- Ensure a good understanding of Nfinite's internal processes by the client;
- Work in close collaboration with the Nfinite Project Managers in charge of creating the models;
- Alert internally in case of risk on respect of the schedules.
- Work in close collaboration with the Solution Engineer to ensure the correct implementation/integration of Nfinite’s services to our clients
- Work closely with the Account Executive to ensure an ongoing business relationship
- Manage cross-functional projects to improve the overall experience of our customers (e.g. deployment and maintenance of a new public Help Center for our customers)
Must-have Skills
- You must be fluent in English and French
- You must have prior experience with B2B customers
- You have a strong customer orientation
- You are organized and you like to work on several different projects
- You are curious, able to listen, learn and teach
Nice-to-have
