Customer Success Manager

About Lucca

At Lucca, since 2002, we've been designing an HR platform that simplifies the daily lives of HR professionals, employees, managers… everyone, really. Thanks to our software suite, we automate internal processes to free up time for companies: fewer tedious tasks, more energy for what really matters.

Today, we are more than 800 Luccaians spread across Paris, Nantes, Marseille, Barcelona, ​​Munich, and Geneva, and already more than 8,700 clients trust us in 130 countries. And to continue growing, we need you.

Your Career Opportunities

You will be part of the Customer Success (CS) team dedicated to supporting our key accounts (Annual Recurring Revenue exceeding €14,000 and with more than 250 employees) and made up of around forty enthusiastic Luccasians.

What We Need You For

Under the responsibility of our CS Director and in close collaboration with all Customer Success teams, your main mission will be to support clients in the implementation and use of our solutions within their company, in France and abroad. You will be working with our key accounts such as the Accor Group, Pernod Ricard, Deezer, Showroomprivé...

The Main Points:

1. Deployment of Support: By adapting our solutions to the realities our clients face during complex, high-stakes deployments, we ensure a seamless experience. This is a core function within our organization. Our software implementation is based on six key steps led by the consultant: kick-off, audit, configuration, training, acceptance testing, and production launch.
2. Role of the Consultant (Support and Backlog Management): By rotating through dedicated time slots for level 1 customer support to answer questions from administrators of our solutions (configuration assistance, bug reports, etc.). In parallel, the consultant will also be responsible for managing level 2 support for key accounts with more complex issues.

In a Single Session, You Will Be Responsible For:

• Portfolio Management: 2 to 3 key accounts, with the aim of guaranteeing them the best possible service and to ensure customer satisfaction. This monitoring also helps identify additional needs (which represent cross-selling or upselling opportunities for the Sales teams to convert in order to increase Lucca's visibility with its clients).
• Side Project Work: In addition to your main responsibilities, you will also have the opportunity to participate in team-based side projects aimed at continuously improving the various processes implemented to best support and monitor our key accounts, with a focus on excellence and efficiency.

Recruitment Steps

• Step 1: Telephone interview with Capucine, Talent Acquisition Manager (30 min)
• Step 2: Interview with two Managers from the CS Enterprise team (60 min)
• Step 3: Short interview with a Manager and a Customer Success Representative from the Enterprise team (60 min)
• Step 4: Final interview (45 min)

Desired Profile

• You are a graduate of a top engineering or business school.
• You have at least initial experience in project management (in auditing, finance, marketing, consulting - management, IT, HR - or other fields).
• You can effectively manage several projects simultaneously while maintaining a clear and controlled organization.
• You are comfortable interacting with C-level executives; on the contrary, you find it stimulating.
• You are drawn to high-quality products and can advocate for them with conviction to make our clients' lives easier.
• You enjoy interacting with people and are drawn to solving practical and sometimes technical problems. Like us, you are ready to fully commit to ensuring the satisfaction of your contacts.
• You enjoy working in a team and contributing to the evolution of processes.
• A good understanding of web technologies and their implementation within companies is a plus. Otherwise, we will teach you.

We “Have Comments” That Meet in the Morning

• Kenko Health Insurance – 100% coverage, because we want you and your family to be in top shape
• Lucca meal voucher card
• Gymlib membership
• Transport or sustainable mobility – 75% reimbursed each month… or a bonus for worry-free cycling
• Profit-sharing
• Holiday Bonus
• Employee Benefits

Our Code

At Lucca, we have only one rule: work hard, but don't take ourselves too seriously. We value transparency, autonomy, high standards, and a free spirit to allow everyone to give their best while remaining true to themselves.

And because work is also a human adventure, the year is punctuated by several seminars, team-building activities, a startup weekend, monthly welcome drinks for each new cohort, and welcome lunches for new recruits. We love getting together, sharing, and celebrating.