Customer Success Manager (DE/FR)

About OptimyAt Optimy, we believe that corporations can be a force for good. Our mission is to empower organizations to create measurable, lasting social impact.Our SaaS platform helps companies manage and measure their CSR and ESG initiatives across grants, volunteering, donations, and sponsorships. Today, more than 350 organizations across 30+ countries : including global leaders like AXA, Roche, Michelin, Diageo, and Air France trust Optimy to run high-impact, purpose-driven programs.With 1.5M+ projects managed and a 94% customer retention rate, Optimy is recognized as a leader in social impact technology. As we accelerate our growth across Europe, we are looking for a Customer Success Manager (CSM) based in Brussels or Paris to help strengthen our customer relationships and expand our footprint.Purpose of the RoleTo retain and grow existing ARR by ensuring customer satisfaction, driving successful renewals, and maximizing value realization. As a CSM, you will manage the post-sales relationship, own renewals and upsells, and act as the voice of the customer internally. You will collaborate closely with AEs to identify cross-sell opportunities and support overall account expansion.Core ResponsibilitiesRenewal ManagementOwn 100% of renewals for your customer portfolio. Anticipate risks early and secure commitment ahead of renewal dates. Lead renewal discussions (pricing indexation, contract terms). Escalate at-risk accounts when needed.Upsell & Cross-SellIdentify expansion opportunities within existing accounts. Lead commercial conversations to introduce new modules or deploy Optimy more broadly. Follow internal decision-making frameworks for up- and cross-sell motions.Customer Health & EngagementMaintain strong engagement through regular touchpoints (QBRs, NPS follow-up, satisfaction surveys). Monitor health scores, product usage, and support requests to detect risks early. Partner with Support, CIS, and Product to resolve issues and improve adoption. Educate customers on new features and best practices.Collaboration & AlignmentWork closely with AEs to align on account boundaries and expansion plans. Share customer insights with Product, Marketing, and RevOps. Collaborate with Marketing and customers to generate case studies, testimonials, and webinar content. Keep all notes, forecasts, and account updates accurate in HubSpot.About YouProven track record in customer satisfaction, retention, and revenue growth (upsell/cross-sell). 5+ years of experience in account management or business development in B2B SaaS, IT consulting, FinTech, or Telecom with complex sales cycles.Strong communication, empathy, and active listening. Language requirements: Fluency in English + French + German preferred. Candidates fluent in English + one of the two (French or German) are also welcome.Practical InformationEU citizenship Start date: ASAPOffer — BelgiumEmployee Contract : Permanent contract with evolving fixed salary + commission planMonthly net allowances Meal vouchers Annual eco-vouchers Transportation reimbursement Hospitalization insurance (DKV) Hybrid work model (up to 3 days/week remote) Possibility to work from abroad for short periods Or a permanent freelance contractOffer — Paris (Freelance Contract)Permanent freelance collaborationFully remote freelance contractOne trip per month to our Brussels office (covered by Optimy)