Mid-market Customer Success Manager

UpSlide is the document production layer for financial services . We orchestrate LLMs, machine learning, and workflow agents within Microsoft 365 to deliver reliable, quality outputs in the most efficient and cost-effective way.

As a Microsoft Solutions Partner, with 14+ years supporting financial services teams, we bring together expertise from the tech, finance and design fields to help clients like KPMG, BNP Paribas, Rothschild & Co. boost productivity while improving brand consistency across their corporate documents.

We are a certified B Corporation , upholding the belief that businesses should have a positive impact on society.

✨ Our values

Our values guide our approach to work and are at the heart of our recruitment process. To join our team, we look for individuals who value:

• Excellence: We think that every detail counts, and we place great importance on the quality of our deliverables.
• Trust: We are passionate, committed, and free to act with autonomy.
• Happiness at work: We enjoy looking on the bright side and we share our enthusiasm with our colleagues and clients.

🤝 The team

You will join our Global MidMarket Customer Success team, a group of Customer Success Managers who each own a broad, evolving portfolio of mid-market accounts. While the function operates globally, this specific opening is dedicated to the EMEA & APAC regions

Based in Paris, you will work closely with 2 Mid-Market CSMs (1 in London, 1 in NYC) and 1 Scale Ops Manager (Paris). Matthieu , Head of Scale CSM and your manager, based in Paris, will support you in achieving your goals. You will also be part of a global Customer Success community across our international offices.

Here is what the Go-To-Market organization looks like at UpSlide:

• Account Executives: Prospect, acquire new business acquisition and expand existing accounts
• Consultants: Lead implementation projects, deliver client training, and ensure successful deployment
• Customer Success Managers: Own a portfolio of accounts end-to-end, driving retention, renewal signing, expansion within existing entities, value realization, and long-term account growth. Split between Enterprise CSMs , who build deep, tailored relationships with a small number of strategic accounts, and Mid-Market CSMs , who manage a larger book of accounts with a focus on speed and ROI, acting where and when it counts
• Support Engineers : Resolve day-to-day technical questions and issues, and ensure a smooth customer experience

🖋️ Your responsibilities

As a Mid-Market Customer Success Manager, you will own a broad portfolio of Mid-Market accounts end-to-end. Working at pace and using usage data and account signals to prioritize your day, you will make sure your accounts renew, stay healthy, and grow, spotting upsell/expand opportunities as proactively as you spot churn risk, and owning both through to close.

This is a role for someone energized by volume and by building repeatable, data-driven ways of working across a large book of business, without losing the client-first mindset that drives portfolio growth.

Portfolio Ownership & Signal-Driven Execution (60%)

Own the business performance and KPIs of a large portfolio of Mid-Market accounts, and take individual accountability for contributing to team and company targets:

• Own your portfolio's KPIs (usage, renewal rate, NRR, churn) end to end with a hunter/rescuer mindset: moving fast to capture opportunity, and stepping in decisively when an account is at risk
• Structure your coverage around two core touchpoints, kickoff and renewal, complemented by additional touchpoints where and when the data calls for it
• Continuously monitor usage data, health scores, and other signals to prioritize your day and catch risk or opportunity early
• React quickly and decisively on negative signals to protect the account, and on positive signals to capture upsell potential
• Judge, account by account, how much time and effort a situation deserves, and adjust your touchpoint cadence accordingly - guided increasingly by shared scoring and playbooks as the Scale motion matures

Product & Industry Expertise (20%)

Build broad product and industry expertise to support adoption at scale, rather than deep knowledge of any single client:

• Develop a strong understanding of UpSlide's product and of the industries your portfolio operates in
• Contribute to adoption initiatives such as webinars and open office hours, sharing your expertise across the client base

Scale Motion Optimization (10%)

Bring a critical eye to how the Mid-Market motion runs, and help make it faster and more effective:

• Share structured feedback on where automation and process changes can save time
• Suggest and help build content that increases client engagement and adoption
• Work closely with the Scale Ops Manager and the Head of Scale to turn feedback into concrete improvements

Cross-functional Collaboration (10%)

Stay connected to the teams around your portfolio, notably those handling first-line requests:

• Sync regularly with Support and Sales Admin, who own level 1 requests and escalate to you when needed
• Partner with Sales on expansion opportunities that require broader support

To work on these tasks, you will mainly use the following tools: Microsoft Office, UpSlide, Salesforce, Gong, PowerBI, Notion (or local equivalents).

⚡ Your goals

What you'll be assessed on:

• Net Revenue Retention (NRR)
• Churn
• Upsell / Expansion contribution
• CRM data quality and forecast accuracy