Customer Success Manager

Professional fluency in English and French, spoken and written, is mandatory. You must be able to lead customer-facing success activities in both languages.

As a Customer Success Manager in the Success Team, you will help customers realise the value of Sweep throughout the post-implementation success phase.

You will own customer relationships across a mixed portfolio, helping customers connect their sustainability objectives, reporting needs, and data to durable ways of working with Sweep. You will lead strategic follow-ups, coordinate the right internal expertise, support retention and renewals, and identify appropriate growth opportunities. The role is based in London.

To be more specific, this includes:

1. Customer Success & Value Realisation 🤝

• Own the post-implementation success phase and act as the primary point of contact throughout the customer relationship.

• Run regular customer check-ins, business reviews, and executive follow-ups to review objectives, progress, feedback, risks, and next steps.

• Understand customer objectives, success measures, operating context, stakeholders, and ways of working.

• Drive adoption, value realisation, customer autonomy, and time-to-value by connecting customer needs to relevant Sweep capabilities.

• Enable customers with relevant product updates, use cases, best practices, webinars, and self-service resources. Formal implementation and product training remain with the appropriate Delivery or Enablement teams.

2. Retention, Renewals & Growth 📈

• Own customer health and retention plans, identify risks early, and coordinate actions to protect customer outcomes.

• Lead renewal planning and, where appropriate, lead expansion conversations by understanding customer needs and demonstrating value.

• Partner with Sales on pricing, proposals, and complex commercial negotiations as relevant, while maintaining ownership of the customer relationship.

• Manage escalations thoughtfully, resolve friction proactively, and ensure support requests are routed, tracked, and followed through with the Care team.

• Build trusted relationships with customer champions, operational stakeholders, and executives.

• Develop customer advocacy opportunities, including references, testimonials, and customer stories.

• Coordinate a clear handover from Implementation and maintain continuity across objectives, configuration, decisions, risks, open items, and next steps.

• Share relevant customer insights with Customer Success, Growth, Product, Engineering, and other internal teams.

 3. Data, Process & Product Feedback 📣

• Use product usage, customer health, support, satisfaction, and commercial data to identify trends, risks, and opportunities.

• Track and improve customer health, product adoption, customer value, NPS, CSAT, retention, and renewal performance.

• Improve Customer Success processes, playbooks, operating rhythms, and account planning practices.

• Gather customer feedback, clarify and prioritise product requests, and turn recurring needs into actionable insights for Product and Engineering.

4. AI-enabled Customer Success 🤖

• Use AI tools to analyse information, prepare customer communications, improve workflows, and support better decision-making. Sweep provides guidance, tools, and best practices to help you use AI effectively.

• We are looking for candidates with hands-on experience using AI in a professional setting, together with the judgment to apply human review, data-quality checks, and professional accountability.

At Sweep, artificial intelligence is part of how we work, learn, and build. Every team member uses AI tools daily to speed up operations, improve decision making, and unlock creativity. We don’t expect you to be an expert on day one, but we do expect curiosity, a willingness to experiment, and the desire to use AI as a true partner in your work.

Whether it's analyzing information, drafting content, improving workflows, designing better employee experiences, or supporting distributed teams, you’ll use AI to work faster and smarter. We provide guidance, tools, and best practices so you can get the most out of it.

We’re looking for candidates who already have hands-on experience with AI tools in a professional setting. You should be comfortable using AI to support your daily work, enhance productivity, and create new solutions. If you naturally reach for AI to amplify what you do, you’ll feel right at home here.

Glad you asked. This is who we’re looking for:

Qualifications 🏆

• 3+ years of experience in Customer Success, account management, business development, or a related field.

• Experience working in a B2B SaaS company across enterprise or mid-market accounts.

• Experience managing customer relationships, renewals, account plans, or commercial conversations independently.

• Strong written and verbal communication skills, with the ability to build trust with a wide range of stakeholders.

• Ability to connect customer, product, sustainability, and business needs and turn them into practical actions.

• Ability to use customer data and account signals to identify risks, opportunities, and priorities.

• Professional fluency in English and French, spoken and written, including customer meetings, business reviews, and difficult conversations.

• Experience in, or a strong interest in, sustainability, ESG, climate data, or sustainability intelligence is a plus.

Qualities 🧠

• You take ownership, raise risks early, and bring practical solutions.

• You are structured, reliable, and able to manage multiple priorities across a mixed customer portfolio.

• You are comfortable with ambiguity and can navigate difficult conversations constructively.

• You build trust through sound judgment, clear communication, and consistent follow-through.

• You enjoy sharing knowledge, collaborating across teams, and improving how Customer Success operates.

• You are motivated by sustainability and care about helping organisations make better decisions with data.

You will be joining an exciting young business that has the humble ambition to change the world. With a proven track record in starting companies, we’re planning to hit the ground running and have an impact fast. Joining this journey right at the beginning allows you to really help shape our path.

Our hybrid work model, with hiring focussed around our head offices in Paris, London and Montpellier, allows us to balance our personal and professional lives while staying connected and engaged with colleagues and clients.

We’re big believers in creating successful businesses that are good for everyone, including society and the planet. That’s why we have a B Corporation status.

We think this will be the ride of our lives. And maybe yours, too.