Customer Success Manager

About Companow

Companow helps international entrepreneurs set up and manage their business in France: entity formation, domiciliation, KYC and administrative management. The team works entirely in English and serves clients from more than 90 countries. Companow is part of the Anderson Global group.

Role purpose

The Customer Success Manager owns the client relationship, from the first qualified contact through to retention and renewal. You are the main point of contact for our clients and make sure the promise we sell is the promise we deliver.

You work alongside the Legal Formalities & After-sales lead, the mail handling team and the group shared service centre, which executes KYC document collection, periodic reviews and collections. You act as backup for the Legal Formalities role.

Key responsibilities

• Client relationship and retention

• Act as the main point of contact for clients throughout their lifecycle with Companow.

• Monitor client satisfaction, anticipate renewals and address churn risks early.

• Handle client requests and escalations, and coordinate with the relevant internal teams.

• Lead qualification and conversion

• Qualify inbound leads: understand the need, confirm fit with our offer and flag risk at an early stage.

• Convert standard offers, such as domiciliation, using the defined pricing and processes.

• Hand over formation deals to the Legal Formalities lead, and complex deals or key accounts to the General Manager.

• Up-sell and cross-sell

• Identify opportunities within the existing client base and propose relevant additional services.

• Quality control

• Check the quality and consistency of client deliverables.

• Review the work performed by the shared service centre on Companow files and follow up on gaps.

• Compliance, first-level checks

• Perform first-level checks on client files (completeness and consistency) before escalation.

• Escalate any issue requiring a regulated decision to the General Manager, who remains accountable for AML/CFT decisions.

• Tools and data

• Keep client and pipeline data accurate and up to date in HubSpot.

• Contribute to improving processes, templates and workflows.

Requirements

• Profile

• Experience in a client-facing role in B2B services, ideally in corporate services, legal, accounting or domiciliation: 2-3 years

• Fluent English & French, both written and spoken.

• Comfortable with a mix of relationship management and commercial targets.

• Rigorous and organised, with strong attention to detail.

• Familiarity with KYC/AML processes is a strong plus.

• Experience with a CRM, ideally HubSpot, is a plus.

• How success is measured

• Client retention and renewal rate.

• Conversion rate on qualified leads for standard offers.

• Up-sell and cross-sell revenue.

• Quality and completeness of client files.