Join our passionate and innovative team!
Formality is a platform that uses artificial intelligence to revolutionize the legal management of businesses. Our first product allows for the automation of contract management of all types, significantly increasing the productivity of our clients' teams while eliminating risks.
We are looking for our next Customer Success Manager to assist our clients in adopting our solution, maximizing their satisfaction, and strengthening their engagement.
Join a fast-growing tech startup, composed of 25 multicultural collaborators, created by “repeat entrepreneurs”, and supported by leading investment funds. You will become the “voice of the customer” to the product teams, and the “voice of the product” to the clients.
YOUR RESPONSIBILITIES
As a Customer Success Manager, directly reporting to the CEO, you will play a key role in supporting and retaining our clients, ensuring their satisfaction, and maximizing the value they get from Formality.
Your main tasks will include:
Onboarding and adoption
Understand the specific needs of clients and their current organization.
Design and execute an effective onboarding process for all contracts and legal documents of our clients to ensure a rapid and successful adoption of the solution.
Train the various teams (legal, purchasing, sales, asset management, etc…) of the clients on the features of the platform so they can get the most out of Formality.
Define success indicators and monitor the evolution of each client to ensure optimal scaling of the value derived from the platform.
Customer engagement and satisfaction
Be the primary contact for clients and ensure proactive support.
Identify and anticipate client needs to offer them tailored solutions.
Implement loyalty and advocacy actions, including client testimonials and success stories.
Feedback management and continuous improvement
Collect and analyze customer feedback to identify areas of product improvement and relay this feedback to the Product teams.
Participate in the continuous improvement of our Customer Success processes and tools.
Develop resources (FAQs, guides, videos) to empower clients and facilitate the use of the platform.
Expansion and upsell
Identify growth opportunities within the client portfolio and collaborate with the Sales team to maximize expansion.
Assist clients in adapting to their evolving needs and offer solutions tailored to the new challenges they face.
Ensure tracking of success and retention indicators (NPS, churn, expansion revenue…).
PROFILE SOUGHT
Experience: At least 3 years of experience, ideally in a similar role (Customer Success, Account Management, or Customer Support), preferably within a SaaS or tech startup. We are also open to any relevant experience for this role, including those in career transition.
Empathy and Customer Orientation: Excellent listening skills and talent for building trusting relationships with various stakeholders.
Teaching and Communication: Ability to simplify complex concepts and train clients clearly and effectively.
Analytical Skills and Attention to Detail: Willingness to track indicators, great attention to detail, especially for document onboarding.
Dynamic and Autonomous: Proactivity, ability to manage multiple client projects simultaneously, and thrive in a fast-growing environment.
Interest in Data and Technology: Comfortable with SaaS tools, tracking KPIs, and collaborating with the Product and Tech teams.
WHAT WE OFFER
A collaborative and supportive environment focused on professional development.
Quality Offices: 4 days/week in our offices located in the Grands Boulevards district, Paris. 1 day/week possible for remote work (Friday).
Comprehensive Benefits: High-quality health insurance for you and your family, meal vouchers, transportation contributions.
ABOUT FORMALITY
Formality is an innovative tech startup driven by a clear mission: "Eliminate the legal burden for businesses." Based in Paris, our dynamic team of about 25 collaborators is distributed between France and Spain.
At Formality, we uphold fundamental values: curiosity, automation, respect, and confidentiality.
Certified ISO 27001 and SOC 2 Type 2, our platform reflects our commitment to security. In a phase of rapid growth, we raised €8m in 2024 from Partech and Serena and are looking for new talents to support our ambition.
If you are ready to shape the future of legal management for businesses and ensure an exceptional client experience, we would be delighted to talk with you!