Customer Success Manager - France 🇫🇷

Job title: Customer Success Manager - France

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. 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 1000+ 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, and champion a customer-centric approach to help clients maximize Alan's value. Proactively identify and address satisfaction concerns and turn our best customers into Alan ambassadors, generating opportunities of acquisition. Build customer engagement and adoption by leading complex onboarding processes for large customers, acting as project manager for lengthy transitions while ensuring effective, impactful, and empathetic change management. Develop a 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 innovative initiatives to engage Alan customers. Scale the practice by contributing to the CSM playbook development and becoming a subject matter expert within the team. Drive product evolution by acting as the voice of the customer to Marketing and Product teams and influencing product and service improvements based on customer feedback.

Profiles & skills Professional experience: at least five years of proven experience 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 is valuable. Core skills include the ability to influence and engage stakeholders at all levels, including C-suite, excellence in written and verbal communication (French and English required), network building to identify and engage key influencers, active listening and genuine empathy in stakeholder interactions, creative thinking for developing innovative engagement strategies, a structured approach to project management and execution from onboarding to engagement, a deep customer-centric mindset with proven ability to deliver tailored solutions, strategic problem-solving to structure challenges and identify effective solutions, analytical skills for data-driven decision making and reporting, and proficiency with AI tools. 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.

Perks & Benefits 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, efficient and spend only high-quality time with co-workers. We offer fair rewards with generous equity packages to complement your base salary, flexible office options with an amazing office space at our HQ in Paris or sponsored co-working hubs for a hybrid setup in Bordeaux, Lyon or Marseille. You’ll have access to top-of-the-range equipment, a flexible vacation policy and flexible working hours, and comprehensive health insurance for you and your family. Transport options under a green mobility budget, learning and training opportunities with a flexible policy, and opportunities for personal growth through coaching from day one. Extended parental leave is also provided for all new parents.

Important note: we hire people, not roles. If you're excited about this opportunity but don’t check every box, we’d love to hear from you. Everyone, no matter how underrepresented, should feel free to apply, as it can only bring learnings or success. If you identify as a woman, note that research shows women often apply only when meeting 100% of requirements, but this is just a guide, not a checklist. We’ll be thrilled to receive your application! Check out our About Alan and Career pages, as well as our Medium, blog and Glassdoor page for more info.