Customer Success Manager - Strategic Accounts

Our mission

We're making cash management easy and rewarding

Spiko is a Paris-based fintech, founded in 2023 by Paul-Adrien Hyppolite and Antoine Michon .

We empower businesses of all sizes to access the best cash management products that are usually reserved for large corporations and institutional investors. Our products are available through a web app, via API, or through a growing network of distribution partners. Unlike banks, which tend to offer rigid products, our solutions are straightforward, transparent, and incredibly flexible.

Hundreds of companies trust us to collectively manage hundreds of millions of euros through our platform.

The role: Customer Success Manager

As Customer Success Manager for Strategic Accounts, you are the dedicated partner for Spiko's most important clients. You own the full relationship with our VIP accounts, from deep onboarding through retention and expansion and act as the bridge between these clients and Spiko's Product, Engineering, and Operations teams.

Your job is not just retention. It ensures that our most strategic clients are actively growing with Spiko: increasing their exposure, adopting more of the platform, and becoming long-term partners. You also help design scalable engagement strategies for our broader client base.

Key Responsibilities

Key accounts (one-to-one)

• Act as the dedicated CSM for Spiko's most strategic clients - build deep relationships, run regular business reviews, and ensure they get maximum value from Spiko's products

• Proactively identify expansion and upsell opportunities within the existing portfolio and coordinate with the commercial team to act on them

• Monitor account health indicators to identify at-risk accounts early and take action before churn materializes

• Act as the senior escalation point for complex issues from VIP clients - coordinate resolution across Product, Compliance, and Operations

Broader client base (one-to-many)

• Design and execute scalable engagement strategies - automated check-ins, educational content, and in-app nudges to drive adoption and satisfaction across our growing portfolio without requiring individual touchpoints

• Gather and synthesize client feedback from all segments to inform product roadmap decisions and service improvements

Process Improvement

• Identify recurring pain points in the client experience and translate them into concrete improvement proposals for Product, Engineering, and Ops

• Build and refine internal playbooks, escalation procedures, and success frameworks so the CS function scales smoothly as the client base grows

Who we’re looking for

Requirements (must-haves):

• 3 to 5 years in a customer success or strategic account management role, ideally in a startup, fintech, or B2B SaaS environment. Experience managing corporate or institutional clients is a strong plus

• Excellent communicator - written and verbal. Comfortable leading business reviews with senior stakeholders (CFOs, Heads of Treasury, C-level) and presenting data-driven recommendations

• Comfortable working with clients across multiple European jurisdictions. Experience in fintech, asset management, or payments is a strong plus

• Proactive relationship builder - you spot expansion signals before clients ask, and create structured touchpoints without waiting to be triggered. You see account health as something to actively manage, not monitor

• Highly organized and self-directed. You manage a book of accounts, not a queue, and take full ownership of outcomes

• Ffluent in French (native level) with excellent written skills, and professionally proficient in English.

Nice to have:

Any additional European language (Spanish, Italian, German…) is a strong plus.

What we offer

• Compensation : Competitive package depending on experience + Stock Options

• Offices : in central Paris

• Remote work : up to 2 days per week and one full remote week per month

• The best tech for your job : latest-generation laptops and industry-leading software

• Health insurance : 100% covered by Spiko

• Monthly Budget to cover different perks of choice

• Transport : 50% of public transport pass covered or the Forfait Mobilités Durables (FMD)

• Referral Bonus

• Social life : regular afterworks and biannual offsites

Our hiring process

1. Screening interview - 30 min with Nathalie, Talent Acquisition

2. Hiring Manager interview - 30 min with Head of Customer Success

3. Business Case: To work on at home and present in person

4. Final Interviews with the Founders

5. Reference Check: we'll reach out to your references to gather further insights

6. Offer

At Spiko, we hire for what you can bring - your skills, your judgment, your drive - not for what you look like, where you come from, or what your background is. We're committed to building a team that reflects the breadth of the customers we serve, and to creating an environment where everyone can do their best work.

If something in this job description doesn't match your background perfectly but you believe you'd thrive in the role, we encourage you to apply anyway. Tell us why.