ABOUT FORMALITY
The management of physical assets (buildings, solar plants, data centers, etc.) still relies heavily on manual, fragmented, and costly processes that hinder liquidity and obscure risks.
Formality was created to address this deadlock.
Formality is a SaaS Asset Intelligence platform that natively connects contracts, entities, and assets to produce reliable and actionable intelligence continuously. With a specialized and auditable AI, teams shift from a reactive model to proactive governance of commitments, risks, and performance.
Formality does not replace human expertise: it refocuses it on control, decision-making, and value creation throughout the asset lifecycle.
We are looking for our next Customer Success Manager to support our clients in adopting our solution, maximizing their satisfaction, and enhancing their engagement.
Join a fast-growing tech startup made up of 25 multicultural employees, founded by “repeat entrepreneurs,” and backed by top-tier investment funds. You will become the “voice of the customer” to the product teams, and the “voice of the product” to the customers.
Join our passionate and innovative team!
YOUR RESPONSIBILITIES
As a Customer Success Manager, directly reporting to the Chief Operating Officer, 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 missions will include:
Onboarding and adoption
Understanding the specific needs of clients and their current organization.
Designing and executing an effective onboarding process for our clients to ensure a quick and successful adoption of the solution.
Training various teams (legal, procurement, sales, asset management, etc.) of clients on the platform's features so that they can make the most of Formality.
Defining success metrics and tracking each client's progress to ensure optimal value enhancement from the platform.
Client engagement and satisfaction
Being the primary point of contact for clients and providing proactive support.
Identifying and anticipating clients' needs to offer tailored solutions.
Implementing retention and advocacy actions, including client testimonials and success stories.
Feedback management and continuous improvement
Collecting and analyzing client feedback to identify product improvement areas and relaying this feedback to the Product teams.
Participating in the continuous improvement of our Customer Success processes and tools.
Developing resources (FAQs, guides, videos) to empower clients and facilitate the use of the platform.
Expansion and upsell
Identifying growth opportunities within the client portfolio and maximizing expansion.
Supporting clients in the evolution of their needs and proposing tailored solutions to the new challenges they face.
Monitoring success and retention metrics (NPS, churn, expansion revenue…).
DESIRED PROFILE
Experience: At least 5 years of experience, ideally in a similar role (Customer Success, Account Management, or Client Support), preferably within a SaaS or tech startup. Experience or a good understanding of the real estate or infrastructure sector is an advantage. We are also open to any relevant experience for this role, including individuals in career transition.
Empathy and Customer Orientation: Excellent listening skills and talent for building trusting relationships with diverse stakeholders.
Education and communication: Ability to simplify complex concepts and train clients clearly and effectively.
Analytical skills and Attention to detail: Willingness to track metrics, with a keen eye for detail, especially for onboarding documents.
Dynamic and autonomous: Proactive, with the capacity to manage multiple client projects simultaneously and to thrive in a rapidly growing environment.
Strong understanding of business challenges: Ability to ask the right questions to understand the why before the how.
Appetite for data and tech: Comfortable with SaaS tools, KPI tracking, and collaborating with Product and Tech teams.
AI first culture: Integrate AI into your daily workflow. Propose and implement AI-augmented work methods.
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 area, Paris. 1 day/week possible remote work (Friday).
Comprehensive benefits: High-quality health insurance for you and your family fully covered by Formality, meal vouchers, transportation allowances.
