Join our passionate and innovative team!
Formality is a platform that uses artificial intelligence to revolutionize corporate legal management. Our first product automates the management of all types of contracts, significantly increasing productivity while eliminating risks.
We are looking for our next Customer Success Manager to support our clients in adopting our solution, maximizing their satisfaction, and strengthening their engagement.
Join a fast-growing tech startup of 25 multicultural employees, founded by repeat entrepreneurs and backed by leading venture capital 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, reporting directly 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 gain from Formality.
Your main missions will include:
Onboarding and adoption
Understand the specific needs of clients and their current organization.
Design and execute an efficient onboarding process for all client contracts and legal documents to ensure rapid and successful adoption of the solution.
Train client teams (legal, procurement, sales, asset management, etc.) on the platform’s features so they can get the most out of Formality.
Define success indicators and monitor each client’s progress to ensure optimal ramp-up of value derived from the platform.
Client engagement and satisfaction
Act as the primary point of contact for clients and provide proactive support.
Identify and anticipate client needs to propose suitable solutions.
Implement retention and advocacy actions, including client testimonials and success stories.
Feedback management and continuous improvement
Collect and analyze client feedback to identify areas for product improvement and relay them to Product teams.
Contribute to continuous improvement of Customer Success processes and tools.
Develop resources (FAQs, guides, videos) to empower clients and facilitate platform use.
Expansion and upsell
Identify growth opportunities within the client portfolio and collaborate with the Sales team to maximize expansion.
Support clients as their needs evolve and propose suitable solutions to their new challenges.
Monitor success and retention indicators (NPS, churn, expansion revenue, etc.).
PROFILE REQUIRED
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. We also welcome candidates with relevant experience, including career changers.
Empathy and Client orientation: Excellent listening skills and ability to build trust with diverse stakeholders.
Pedagogy and communication: Ability to simplify complex concepts and train clients clearly and effectively.
Analytical skills and attention to detail: Strong willingness to track indicators and pay attention to detail, especially for contract onboarding.
Dynamism and autonomy: Proactive, able to manage multiple client projects simultaneously, and comfortable in a fast-growing environment.
Interest in data and tech: Comfortable with SaaS tools, KPI tracking, and collaboration with 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 remote work possible (Friday).
Full benefits: High-quality health insurance fully covered by Formality for you and your family, meal vouchers, and transport contribution.
ABOUT FORMALITY
Formality is an innovative tech startup with a clear mission: 'Eliminate the legal burden of companies.' Based in Paris, our dynamic team of around 25 people is spread across France and Spain.
At Formality, we uphold core values: curiosity, automation, respect, and confidentiality.
Certified ISO 27001 and SOC 2 Type 2, our platform reflects our commitment to security. In a fast-growth phase, 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 and ensure an exceptional client experience, we would be delighted to meet you!
