Senior Customer Success Manager, France & Benelux
Pandas is the AI-powered experience layer in device circularity. Our KYD™ platform does for devices what KYC did for banks: specialist AI agents grade every component, delivering the same result every time. We power customer-led journeys across retail, web, and in-app for trade-in, device protection, and claim validation, with no queues, no friction, and no app downloads. Our platform is deployed with tier-1 mobile operators and major retailers across Europe, North America, and the Middle East.
We are hiring a Senior Customer Success Manager to own our accounts in France and Benelux. This is a revenue-critical function: you are directly responsible for performance, program success, launch coordination, and the commercial and operational health of a portfolio of tier-1 accounts in telecoms and retail, both in retail and online.
The role
Account ownership
- Manage client relationships and act as the primary point of contact for your client portfolio post-sale
- Manage a wide range of contact points with customers, from operational and technical to commercial
- Run regular performance reviews with senior client stakeholders
- Own performance and revenue targets of the client portfolio
Go-live and onboarding
- Run the go-live process end to end: onboarding, service description authoring, rollout coordination across retail and online programmes
- Coordinate customer training initiatives across physical locations and digital channels
- Manage the transition from implementation into steady-state operations
Ongoing operations
- Monitor account health using the company's scoring frameworks and escalation paths
- Track SLA performance and flag risks early
- Coordinate with delivery partners on joint accounts
- Work with product and engineering when integration or configuration issues need resolving
Your accounts span tier-1 MNOs and national retailers with complex multi-stakeholder environments covering both physical retail and large-scale online programmes. If you have done this before, you know how rare and valuable the experience is.
Who this is for
- 5+ years in Customer Success, Account Management, or Delivery in B2B SaaS, ideally with telco, retail, or marketplace clients
- Native French, fluent English. Both used daily
- Comfortable operating across multiple settings: procurement discussions, client-facing presentations, technical integration calls, and internal cross-functional coordination
- Structured and direct, with a track record of identifying and escalating issues before they become critical
- Strong communicator, both written and verbal, able to produce clear and compelling client-facing materials
- Able to manage accounts strategically for growth while maintaining command of operational detail
- Comfortable working with data to track portfolio performance and build reporting for leadership
- Experience working across multiple markets and cultures
Nice to have
- Mobile operator or large retailer experience
- Trade-in, device lifecycle, or mobile insurance background
- Experience with CRM and CS tooling
- Project management or structured delivery background
Setup
- Based in Île-de-France. hybrid, with a mix of working from home and time at our Paris office and client locations
- The company headquarters are in London, UK and Athens, Greece, with periodic travel there and within France and Benelux for client meetings and engagements
- Competitive base plus performance bonus
- Reports to the company C-Level
Skills Required
- 5+ years in Customer Success, Account Management, or Delivery in B2B SaaS
- Native French and fluent English (both used daily)
- Experience managing tier‑1 telecom and national retail accounts across retail and online channels
- Ability to run go‑live and onboarding end‑to‑end, including rollout coordination and training
- Track record of owning performance and revenue targets and running senior stakeholder reviews
- Comfortable operating across procurement, technical integration calls, client presentations, and internal cross‑functional coordination
- Strong written and verbal communication and ability to produce client‑facing materials
- Structured, direct approach with ability to identify and escalate risks early
- Comfortable working with data to track portfolio performance and build leadership reporting
- Experience working across multiple markets and cultures
- Based in Île‑de‑France and able to work hybrid with travel to clients and company offices
- Mobile operator or large retailer experience
- Trade‑in, device lifecycle, or mobile insurance background
- Experience with CRM and Customer Success tooling
- Project management or structured delivery background
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What We Do
Pandas is a 360° Trade-in as a Service (TaaS) platform to unlock smarter phone upgrades and higher user retention. With Pandas new services, mobile network operators and retailers can provide seamless and enjoyable smartphone trade-ins to their customers. We are on a mission to reimagine trade-in programs with cutting-edge technology and behavioral science. We strive to help our customers achieve 1-for-1 device circularity, fostering a sustainable future where for every new smartphone purchased, one is traded in.
