Customer Success Manager

Customer Success Manager Location: Remote (European/UK time zones) - French and English required About FullEnrich: Every go-to-market motion runs on data, but no single provider has ever had complete coverage. We solve that problem: instead of relying on a single data source, we orchestrate 20+ premium providers around the world, automatically querying them and verifying data in real-time until we find the best available contact information. The result is industry-leading coverage and data quality, helping sales and GTM teams connect with the right people faster. What started as a better way to find emails and phone numbers has grown into a broader vision: becoming the trusted GTM data infrastructure layer powering modern revenue teams and AI agents. Today, more than 6,000 customers, including companies like AWS, Deel, HubSpot, Clay, Intercom, Unify,and Artisan, trust us to power their prospecting and enrichment. Founded in Paris and now headquartered in San Francisco, we're a team of 50+ people across the US, Europe, LATAM, and Israel, growing quickly and building with speed, ownership, and ambition. That's where you come in. The Role: You’ll be joining as a Customer Success Manager in our Customer Success team, reporting to Jemima, our Founding CSM. FullEnrich has grown to 5,000+ customers, and our CS function has been a team of one until now. We're bringing in our next CSM to own all of our French-speaking customers, across every segment, plus our Scale/SMB book ($10k to $25k ARR). Day to day, you'll onboard new customers, drive adoption, run renewals end to end, and spot the accounts that are ready to grow. Ownership here means your book is yours: you know every account, you close every renewal, and you catch risk before it turns into churn. You'll work closely with Sales, Product and Support, and because the team is still small, you'll help shape the playbooks the rest of CS is built on. What You'll Do: Own your book • Own the post-sale relationship for all of our French-speaking customers who range from Enterprise to SMB, plus our Scale/SMB book • Run onboarding and kick-off calls so new customers reach first value quickly • Be the voice of your customers internally, feeding product feedback into the roadmap Renewals & retention • Own renewals end to end: forecasting, commercial conversations and closing • Monitor usage, credit consumption and health signals, and act early on risk • Run save plays on at-risk accounts before renewal is on the line Adoption & expansion • Drive adoption across our API, CSV/bulk upload and CRM integrations • Identify and qualify expansion opportunities, then hand them to Sales with full context Scaled CS • Contribute to one-to-many programs: French-language webinars, office hours and enablement content • Help improve our playbooks and keep HubSpot data clean and reliable What Success Looks like: By 3 months • Confident across the product (API, CSV, integrations) and our CS playbooks • Owning your full book, with every account health-scored and a main point of contact in HubSpot • Running renewals independently, and you have hosted your first French-language webinar or office hours By 6 months • Book on track for 90%+ gross revenue retention • [X]% of the book active and healthy (target to confirm once the health score is defined) • A steady flow of qualified expansion handoffs to Sales By 12 months • 90%+ GRR delivered across the book • Measurable improvement in adoption and health across the book • The trusted internal voice on our French-speaking customers, shaping how we scale CS What We're Looking For: • Native-level French and fluent English, written and spoken • 2 to 4 years in a SaaS Customer Success role, owning a book of business • A track record of ownin