Senior Customer Success Manager

HEALTH CAN'T WAIT.

Not for symptoms to get worse. Not for a six‑month appointment. Not for a system to catch up. But that's exactly how healthcare works today. You wait, until you can't.

Alan exists to end the wait.

Health is a universal right, and we believe this right can only become real when it's coupled with prevention. We need to stop treating health as something we repair and start treating it as something we build, every day. It's not solely a question of willpower. It's the healthcare system itself that needs to work for everyone, in a sustainable way.

So we are building the new standard in prevention insurance. Alan is the first company that integrates insurance, prevention, and care into a single, acclaimed user experience.

We are on an incredible journey to build a global leading company, with a unique culture https://alan.com/en/careers. We already partner with 40K+ companies of all sizes, serving more than 1M+ members, and have reached €800M+ in ARR.

Prevention as the new norm. That's what we're building with our team of 800+ people. If it speaks to you: we're hiring across France, Spain, Belgium, and Canada. And beyond.

🌟 THE CUSTOMER SUCCESS MANAGEMENT TEAM AT ALAN

As Customer Success Managers, we partner with our most strategic customers to maximize their Alan experience through seamless onboarding and high-touch support, driving product adoption, satisfaction, and long-term loyalty 🤝

We achieve this by deeply understanding customer needs, delivering exceptional onboarding experiences, and providing proactive product education to HR teams and employees.

This role requires you to build strong relationships with key stakeholders while delivering clear, effective product education and change management support.

We're looking for someone with outstanding communication skills and proven experience in B2B customer education, digital solution evangelization, and leading transformation initiatives in complex environments.

🤝 CORE RESPONSIBILITIES

- Drive customer loyalty

- Build and maintain strong relationships with key stakeholders

- Champion a customer-centric approach to help clients maximize Alan's value

- Proactively identify and address satisfaction concern

- Turn our best customers into Alan ambassadors and generate opportunities of acquisition

- Build customer engagement and adoption:

- Lead complex onboarding processes for large customers, acting as project manager for lengthy transitions while ensuring effective, impactful, and empathetic change management

- Develop deep understanding of Alan's product value proposition and create customized action plans aligned with customers needs and Alan's objectives

- Deliver engaging product education through tailored and large-scale approaches (such as webinars) to drive employee and HR team adoption

- Track and present adoption metrics to stakeholders

- Identify and execute out-of-the-box initiatives to engage Alan customers

- Scale the practice:

- Contribute to CSM playbook development

- Become a subject matter expert within the team

- Drive product evolution:

- Act as the voice of the customer to Marketing and Product teams

- Influence product and service improvements based on customer feedback

🧑💻 PROFILES & SKILLS

Professional experience:

- 5 years proven track record in customer success or enterprise account management

- Strong background in B2B digital companies, specifically working with HR teams on adoption and engagement challenges

- Experience leading complex, cross-functional projects across Product, Sales, Engineering, and Data teams

- SaaS, Insurance, or Consulting industry experience valuable

Core skills

- Demonstrated ability to influence and engage stakeholders at all levels, including C-suite

- Excellence in written and verbal communication (French and English required)

- Network building: capability to identify and engage key influencers

- Active listening skills and genuine empathy in stakeholder interactions

- Creative thinking for developing innovative engagement strategies

- Structured approach to project management and execution (from onboarding to engagement)

- Deep customer-centric mindset with proven ability to deliver tailored solutions

- Strategic problem-solving: ability to structure challenges and identify effective solutions

- Analytical skills for data-driven decision making and reporting

- AI tool proficiency

For this opportunity, we're looking for someone in either Paris, Bordeaux, Lyon or Marseille.

We are aiming to hire within the B1-C1 level range https://alan.com/en/careers/a/salary-equity.

🙌 PERKS & BENEFITS https://alan.com/en/careers/a/salary-equity

At Alan, we believe that being in good health is a basic need, and it starts with our employees. This is why Alaners are provided with a stimulating environment and perks ensuring they are happy,