Customer Success Manager - Europe

This a Full Remote job, the offer is available from: Europe About Qovery Back in 2019, our founders saw a gap: cloud infrastructure was supposed to simplify software delivery, yet teams were still spending too much time operating it. Kubernetes was becoming the standard, but running it well remained hard. They built Qovery to change that. Today, Qovery is a Kubernetes management platform built for the AI era. We help teams run production workloads across clusters and clouds without building and maintaining everything themselves. Our users focus on shipping products; Qovery handles the complexity of Kubernetes operations. We are a remote-first team, working with engineers and platform teams across the world, solving concrete production problems at scale. Qovery is backed by Crane VC, Speedinvest, and IRIS, alongside founders and co-founders from Datadog and Docker. We benefit from deep operational experience in building and scaling developer infrastructure companies. We move fast and set a high bar. The infrastructure ecosystem changes quickly, and we design our product to keep up with real-world constraints: scale, security, cost, and reliability. Ownership matters here. People are trusted to make decisions and are accountable for results. Information is shared openly. Mistakes are discussed and fixed. And when life interferes (as it sometimes does), we adapt. Imposter syndrome shouldn't stop you from applying. Strong teams are built from different backgrounds, experiences, and ways of thinking. If our mission resonates and you believe you can contribute, we'd like to talk. Location: Full-Remote (France-based preferred) Type: Full-time Reports to: Senior Customer Success Manager Why this role exists This role is a high-ownership, high-impact position at the intersection of Customer Success, Account Management, and Operational Execution. You will manage the full customer lifecycle at Qovery: onboarding, adoption, retention, expansion, and operational excellence. You will act as the primary point of contact for your customers while working closely with Sales, Solution Engineering, and Product teams to ensure a seamless customer experience and strong business outcomes. What you will own 1. Account Ownership & Growth

• Own a portfolio of ~70 SMB accounts ($5k–$15k ARR)
• Drive account health, retention, and expansion opportunities
• Identify upsell signals and contribute to revenue growth
• Act as the main advocate for your customers internally

2. Customer Engagement & Retention

• Ensure consistent engagement across your portfolio (no inactive accounts >60 days)
• Maintain churn rate below 3%
• Track and maintain CRM hygiene (health scores, notes, next steps, risks)
• Proactively identify at-risk accounts and execute mitigation plans
• Ensure high CSAT / NPS through consistent value delivery and communication

3. Onboarding & Time-to-Value

• Lead onboarding and activation for new customers
• Partner with AEs and Solution Engineers for complex implementations
• Drive time-to-value under 14 days whenever possible
• Ensure smooth adoption through structured onboarding plans

4. Expansion & Upsell

• Identify expansion opportunities across your portfolio
• Contribute to pipeline generation through account insights
• Collaborate with Product and Sales on feature-driven upsell motions
• Support renewals and expansion conversations

5. Cross-functional Coordination

• Act as the bridge between customers and internal teams (Product, Engineering, Support)
• Ensure tickets are well-qualified, tracked, and resolved efficiently
• Improve resolution times through structured follow-up and prioritization
• Share structured customer feedback to influence product roadmap

6. Operational & Administrative Ownership

• Monitor billing, renewals, and payment status
• Manage plan changes and account administration requests
• Ensure accuracy of customer data and contract information
• Surface recurring issues to improve documentation and self-serve experience

What You Bring: ~2 years experience in Customer Success, Sales Development, Account Executive, or similar customer-facing roles

• Experience in a SaaS, technical, or developer-focused environment
• Comfort engaging with technical stakeholders (Developers, DevOps, CTOs)
• Basic understanding of cloud infrastructure or developer tools ecosystem
• Ability to manage multiple priorities in parallel (high-volume environment)
• Strong cross-functional collaboration skills (Sales, Product, Engineering)
• Highly organized, structured, and ownership-driven
• Fluent in English and French (additional languages a plus)

What You’ll Get at Qovery

• Comprehensive Benefits & compensation
• Flexible Work Setup: Remote-first culture; work from anywhere with a reliable internet connection.
• Learning Opportunities: Professional development and growth supported from day one.
• Innovative Environment: Join a high-growth startup pushing boundaries in cloud technology.
• Authentic Culture: Collaborate with a team that values care, innovation, and customer success.

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