Customer Success Manager

Who we are?

HarfangLab is the European leader in Workspace Detection and Response, a new approach to protecting the digital environments where people work.

As organizations increasingly rely on cloud services, digital identities, connected devices and AI-powered tools, security teams often have to manage multiple, disconnected solutions. This fragmentation creates gaps in visibility and makes cyber threats harder to identify and stop.

HarfangLab brings these protections together in a single platform.Powered by lightweight software and AI designed specifically for cybersecurity, our technology helps organizations detect suspicious activity, investigate incidents and respond to threats across computers, servers, identities, email, cloud environments, internet-facing systems and AI tools.

Organizations can deploy our platform in the cloud or within their own infrastructure, allowing them to retain control over their technology and data.Our EDR was the first to be certified and qualified by ANSSI, France’s national cybersecurity agency, and the first EDR to receive certification from the BSI, Germany’s Federal Office for Information Security.

Today, HarfangLab’s technology protects more than 1,000 customers across a wide range of sectors, from major corporations and public institutions to SMEs, hospitals and local authorities. Having grown from 40 employees in 2023 to 140 today, we now have teams working across several European countries.

As we continue to grow across Europe, we are looking for talented people to join our teams and support the next stage of HarfangLab’s development.

Why are we hiring?

As HarfangLab continues to grow across Europe and expand its customer base, we are looking for aCustomer Success Manager to strengthen our Customer Success team.

Our mission is not only to provide cutting-edge cybersecurity solutions, but also to ensure that our customers successfully adopt, use, and maximize the value of our platform over the long term.

About you

As aCustomer Success Manager, you will be responsible for a portfolio of customers and partners, ensuring they achieve their objectives with HarfangLab's solutions while maximizing adoption, satisfaction, and long-term retention.

You will work with two main types of customers:

• Direct Customers: private and public sector organizations using HarfangLab's cybersecurity platform.

• Partners: organizations delivering cybersecurity services based on HarfangLab's solutions.

Your responsibilities will include:

• Managing a portfolio of customers and building long-term trusted relationships.

• Supporting customers throughout their lifecycle, from onboarding to long-term adoption and renewal.

• Leading regular customer follow-ups, governance meetings, and business reviews.

• Understanding customer objectives, challenges, and success criteria.

• Monitoring customer engagement, adoption, and satisfaction indicators.

• Identifying risks proactively and coordinating internal stakeholders to address them.

• Managing escalations and ensuring issues are resolved effectively.

• Acting as the voice of the customer internally and sharing feedback with Product, Support, and Engineering teams.

• Coordinating cross-functional efforts to ensure customer success.

• Contributing to the continuous improvement of Customer Success processes, tools, and best practices.

• Leveraging AI and modern tools to improve efficiency, customer insights, and customer engagement.

Hard Skills

• At least3 years of experience in Customer Success, Account Management, Consulting, Project Management, or a similar customer-facing role.

• Experience managing B2B customers in asoftware, SaaS, cybersecurity, or technology environment.

• Ability to manage customer relationships autonomously and coordinate multiple stakeholders.

• Experience leading customer meetings and managing escalations.

• Fluent French and professional English.

Soft Skills

• Customer-centric and service-oriented mindset.

• Excellent communication and relationship-building skills.

• Proactive, autonomous, and organized.

• Collaborative and team-oriented.

• Curious, solution-oriented, and eager to learn.

• Resilient and comfortable working in a fast-growing environment. 

About us

Our Office and Team Culture

• Offices locatedin the heart of Paris, near Bourse (75002),

• High-performance equipment tailored to your needs and preferences (Mac/PC, additional screens),

• Thanks to our Office Manager, events regularly take place such as seminars, themed evenings, and more,

• Anonboarding process to welcome each new colleague with an explanation of the roles within the different teams of the company and a mentor to guide you during your early days.

Compensation Package

• Fixed salary: €49,000 to €62,000 gross per year, depending on experience,

• Annual performance bonus: 10% of base salary,

• Total On-Target Earnings (OTE): €53,900 to €68,200,

• Profit-sharing scheme (intéressement).

Additional Benefits

• Flexible remote work from France,

• Offices located in the heart of Paris, near Bourse,

• Alan health insurance,

• Swile meal vouchers,

• Egym membership partially funded by HarfangLab,

• 25 days of paid leave plus RTT,

• Dedicated onboarding program and buddy system,

• Access to training courses and industry events.

The recruitment process

1. A 30-minutes call with our Talent Acquisition Manager,

2. A 30-minutes visio interview with the Hiring Manager,

3. A 1 hour on-site interview + 30 minutes with the team for a team fit assessment,

4. A workplace personality questionnaire to assess your motivations and soft skills,

5. A final HR video appointment to review your soft skills and motivations.