Senior Customer Success Manager, France & Benelux

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