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Customer Success Manager
Full-time
Our Mission 🌐 We're making cash management easy and rewarding Spiko is a Paris-based fintech, founded in 2023 by Paul-Adrien Hyppolite and Antoine Michon.
We empower businesses of all sizes to access the best cash management products that are usually reserved for large corporations and institutional investors. Our products are available through a web app, via API, or through a growing network of distribution partners. Unlike banks, which tend to offer rigid products, our solutions are straightforward, transparent, and incredibly flexible.
The role: Customer Success Manager
As a Customer Success Manager at Spiko, you are the voice of Spiko to our customers. The role spans two core areas: Tech-Touch Approach / Customer Care / You own the end-to-end client care experience and are accountable for key satisfaction metrics, including first response time, resolution rate, and customer satisfaction scores. Every interaction - whether a simple question or a complex issue is handled with speed, clarity, and care.
You leverage AI extensively to deliver a best-in-class, scalable tech-touch support experience.
High-Touch Approach / Customer Success You drive customer success for key accounts by building strong relationships, understanding client needs, and identifying expansion opportunities.
You ensure product adoption and help clients maximize the value they get from Spiko’s solutions.
You act as a bridge between customers and the product team, translating feedback into actionable insights that shape our roadmap.
Key Responsibilities
Customer Care
Resolve client issues efficiently while maintaining timely follow-up to build trust and long-term satisfaction.
Design, train, and continuously improve AI-powered support workflows to handle high-volume, low-complexity requests - freeing up your time for high-value client interactions.
Triage and prioritize requests, ensuring critical issues are escalated and resolved promptly.
Collaborate on the creation and maintenance of support documentation (FAQ, help center articles, response templates).
Customer Success
Proactively monitor client health indicators to identify at-risk accounts or growth opportunities across segments.
Gather and synthesize client feedback from both segments to inform product roadmap decisions and service improvements.
Key accounts (one-to-one): Act as the dedicated CSM for our most strategic clients - build deep relationships, run regular business reviews, proactively identify expansion and upsell opportunities, and ensure they get maximum value from Spiko's products.
Broader client base (one-to-many): Design and execute scalable engagement strategies - automated check-ins, educational content, and in-app nudges - to drive adoption and satisfaction across our growing portfolio of 5,000+ clients without requiring individual touchpoints.
Support & Operations Process Improvement
Identify recurring pain points in the client experience (common support tickets, confusing product flows, documentation gaps) and translate them into concrete improvement proposals.
Work closely with Product, Engineering, and Ops to prioritize and implement changes that reduce ticket volume and increase client autonomy.
Build and refine internal playbooks and escalation procedures so the support function scales smoothly as the client base grows.
Leverage AI tools to automate first-line support, analyze ticket trends, and proactively surface answers to clients before they need to reach out. You'll be expected to push the boundaries of what AI can handle in our support stack.
Requirements (must-haves)
Who we're looking for
Academic background: degree from a university or business school, ideally with a focus on business, communications, or management - but we're open to other backgrounds if you're empathetic, sharp, and eager to learn.
Experience: 1 to 3 years in a client-facing, support, or customer success role, ideally in a startup, fintech, or SaaS environment. Experience with support tools (Intercom, Zendesk, or similar) and AI-powered support automation is a strong plus.
Skills: you're an excellent communicator - both written and verbal. You're comfortable handling multiple conversations simultaneously and can explain complex topics simply and clearly.
Mindset: you're highly empathetic and service-oriented. You take pride in turning a frustrated client into a happy one and see every interaction as an opportunity to strengthen the relationship.
Autonomy: you're proactive, reliable, and able to take ownership of the client experience while seeking feedback to improve quickly.
AI & tools mindset: you're excited about using AI to automate and scale support. You're comfortable experimenting with new tools, building workflows, and iterating fast to improve efficiency.
Languages: fluent in French and English
Nice to have
What we offer
🏥 Health insurance (Sidecare) - 100% covered by Spiko
💻 The best tech for your job: latest-generation laptops and industry-leading software
📍 Office: in central Paris
🏥 Health insurance: 100% covered by Spiko
💳 Monthly Budget to cover different perks of choice
🚇 Transport: 50% of public transport pass covered or the Forfait Mobilités Durables (FMD)
👥 Referral Bonus
🎊 Social life: regular afterworks and biannual offsites
Our hiring process
Screening interview - 30 min with Nathalie, Talent Acquisition
Hiring Manager interview - 30 min online
Business Case: To work on at home and present online or in person
Final Interviews with the Founders
Reference Check: we'll reach out to your references to gather further insights
Offer 🎉
At Spiko, we hire for what you can bring - your skills, your judgment, your drive - not for what you look like, where you come from, or what your background is. We're committed to building a team that reflects the breadth of the customers we serve, and to creating an environment where everyone can do their best work. If something in this job description doesn't match your background perfectly but you believe you'd thrive in the role, we encourage you to apply anyway. Tell us why.
