Mid-market Customer Success Manager

UpSlide is the document production layer for financial services . We orchestrate LLMs, machine learning, and workflow agents within Microsoft 365 to deliver reliable, quality outputs in the most efficient and cost-effective way. As a Microsoft Solutions Partner, with 14+ years supporting financial services teams, we bring together expertise from the tech, finance and design fields to help clients like KPMG, BNP Paribas, Rothschild & Co. boost productivity while improving brand consistency across their corporate documents. We are a certified B Corporation , upholding the belief that businesses should have a positive impact on society. ✨ Our values Our values guide our approach to work and are at the heart of our recruitment process. To join our team, we look for individuals who value: • Excellence: We think that every detail counts, and we place great importance on the quality of our deliverables. • Trust: We are passionate, committed, and free to act with autonomy. • Happiness at work: We enjoy looking on the bright side and we share our enthusiasm with our colleagues and clients. 🤝 The team You will join our Global MidMarket Customer Success team, a group of Customer Success Managers who each own a broad, evolving portfolio of mid-market accounts. While the function operates globally, this specific opening is dedicated to the EMEA & APAC regions Based in Paris, you will work closely with 2 Mid-Market CSMs (1 in London, 1 in NYC) and 1 Scale Ops Manager (Paris). Matthieu , Head of Scale CSM and your manager, based in Paris, will support you in achieving your goals. You will also be part of a global Customer Success community across our international offices. Here is what the Go-To-Market organization looks like at UpSlide: • Account Executives: Prospect, acquire new business acquisition and expand existing accounts • Consultants: Lead implementation projects, deliver client training, and ensure successful deployment • Customer Success Managers: Own a portfolio of accounts end-to-end, driving retention, renewal signing, expansion within existing entities, value realization, and long-term account growth. Split between Enterprise CSMs , who build deep, tailored relationships with a small number of strategic accounts, and Mid-Market CSMs , who manage a larger book of accounts with a focus on speed and ROI, acting where and when it counts • Support Engineers : Resolve day-to-day technical questions and issues, and ensure a smooth customer experience 🖋️ Your responsibilities As a Mid-Market Customer Success Manager, you will own a broad portfolio of Mid-Market accounts end-to-end. Working at pace and using usage data and account signals to prioritize your day, you will make sure your accounts renew, stay healthy, and grow, spotting upsell/expand opportunities as proactively as you spot churn risk, and owning both through to close. This is a role for someone energized by volume and by building repeatable, data-driven ways of working across a large book of business, without losing the client-first mindset that drives portfolio growth. Portfolio Ownership & Signal-Driven Execution (60%) Own the business performance and KPIs of a large portfolio of Mid-Market accounts, and take individual accountability for contributing to team and company targets: • Own your portfolio's KPIs (usage, renewal rate, NRR, churn) end to end with a hunter/rescuer mindset: moving fast to capture opportunity, and stepping in decisively when an account is at risk • Structure your coverage around two core touchpoints, kickoff and renewal, complemented by additional touchpoints where and when the data calls for it • Continuously monitor usage data, health scores, and other signals to prioritize your day and catch risk or opportunity early • React qui