Customer Success Manager F/M

ABOUT BEDROCKWhat if you could help major media companies compete with streaming giants?At Bedrock, that's what we do. We are a European tech venture, powered by leading European broadcasters (M6 and Bertelsmann / RTL Group) that shapes the standards of streaming in Europe. We build and power leading media streaming platforms for some of Europe's biggest SVOD/AVOD players (M6+, Videoland, Hungary, RTL+…), dealing with 45+ millions of users.At Bedrock, we love challenges, whether they're related to features, scaling, performance or peak traffic. We believe that learning new tricks is a journey and sharing them with peers is definitely part of the fun. We have 450 employees in Paris, Lyon, Portugal & GermanyMAIN RESPONSIBILITIESAt Bedrock, the Customer Success Manager plays a key role in ensuring the strategic and sustainable adoption of the Bedrock platform by customers, helping them realize measurable business value from the delivered features. You will lead value-based relationships with a portfolio of accounts, acting as the main point of coordination between customers, Product teams and internal stakeholders. In this role, you will contribute to aligning product roadmap evolution with customer business challenges while driving adoption, governance and long-term customer success.As Customer Success Manager, you will:Orchestrate onboarding and activation for a portfolio of accounts, in coordination with internal teamsDrive platform adoption, usage and customer success indicators at the account levelEstablish customer governance and coordinate with Product teams by providing structured customer insights (impact, frequency, value and risks) to contribute to product prioritizationIdentify barriers to value creation and coordinate their resolution with internal teamsTranslate roadmap developments into business-oriented narratives and demonstrationsStructure customer feedback into actionable strategic insights for Product teams and managementPrepare and lead Customer Success Steering Committees, secure commitments and manage major escalationsMonitor customer health, proactively identify churn signals and anticipate retention risksBuild and maintain Success Plans aligned with customers' business objectivesIdentify and support account growth opportunities within the existing customer portfolioSKILLSStrong expertise in Customer Success, including customer adoption, retention strategies and value creation in a complex B2B software environmentStrong analytical skills with the ability to interpret adoption, usage and customer performance metricsGood understanding of software platforms, functional architectures and product dependenciesSolid business acumen with the ability to connect product usage to measurable business outcomesExcellent communication and storytelling skills, with the ability to engage executive stakeholders around business valueProven ability to manage complex stakeholder environments and align Product, Sales and customer teamsAbility to support change management and customer transformation initiativesStrong organizational and prioritization skillsNatural leadership with a proactive, customer-oriented and solution-driven mindsetWHAT WE'RE LOOKING FOR5-10 years max of experience in a similar Customer Success role within the digital or software industryProven experience managing strategic customer relationships and executive stakeholdersExperience working in cross-functional environments involving Product and customer-facing teamsStrong customer orientation with excellent relationship management skillsReliability, rigor and attention to detailAbility to take initiative and manage complex situationsAbility to balance strategic thinking with operational executionBased in Paris or LisbonLIFE AT BEDROCKYou'll join an enthusiastic, friendly and close-knit team in a fast-growing tech company with more than 10 years' experience and a strong network of media shareholders.Work flexibility and brand-new office spaces with a great location.A top-notch tech expertise : documentation, support, R&D, management seniorityWork Evolutions & opportunities within the company, as well as trainings.Strong human connections knowledge sharing: Last Friday Talks, Demos, Meet-Ups, HR Roadshows