Customer Success Manager - SMB Portfolio & Process Design

Who are we? moka.care is a mental health solution for companies, with one mission in mind: nurturing healthy minds to foster healthy organizations. We guide employees through individual and group therapy or coaching sessions. Alongside we help HR teams to take care of their employees’ mental health on a daily basis. Where we are currently: Since our creation in December 2019, more than 400 companies (L'Oreal, Spendesk, Qonto, Engie, Castalie, etc.) have joined moka.care, and we now have over 300,000 employees covered in France but also throughout the world! We have raised 17,5 million euros and are 70 to help companies improve their mental well-being. What we believe in? Excellence in care is our obsession. Culture is not nice words we put on the walls, we have defined 4 tangible values to make this culture live: Team Play, Optimism, Ownership & Agility. Why do we need you? As a Customer Success Manager – SMB Portfolio & Process Design, your mission is to structure and scale the way we manage our portfolio of small accounts. This role starts with process redesign: building a clear operating model, tools and routines so we can serve a large portfolio efficiently while keeping impact and satisfaction high. You will set up a reactive inbound and proactive outbound motion (fast response + smart prioritization), and you will also contribute to commercializing new products to this segment. Your responsibilities Design and run the operating model for SMB portfolio management: define workflows, rules of engagement, handoffs, and the “what happens when” for each customer situation. Put in place an inbound + outbound system: Inbound: organize reactive support and requests handling (SLAs, triage, escalation, knowledge base / macros, tooling). Outbound: build a proactive cadence based on signals (health, usage, renewal dates, opportunities, risks) and prioritize outreach. Manage the portfolio day-to-day: build strong relationships with key stakeholders, drive adoption and engagement, and ensure customers get value. Drive retention, renewals and growth: anticipate risks, manage renewals, and identify opportunities to upsell / cross-sell, including new products commercialization. Make it scalable (then scale it): automate where possible, leverage AI, document playbooks, and continuously improve processes so the model works for 100+ accounts and beyond. Monitor performance with data: define dashboards and KPIs (health, engagement, renewal, growth, response times), and use them to steer priorities. You’re the ideal person if You enjoy building structure in ambiguous contexts and turning messy operations into clear, repeatable processes. You’re comfortable combining client-facing work with data-driven portfolio steering. You have a strong operational mindset and can design workflows, playbooks, and scalable routines. You are proactive, organized, and able to handle volume while keeping quality high. You can contribute to commercial growth (renewals, expansion, new product rollout) in a thoughtful, customer-centric way. You communicate clearly in French and English.