Customer Success Manager - SMB Portfolio & Process Design

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.

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.

• →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 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.

• Participate in an entrepreneurial fast-growing adventure and the possibility of having a huge potential for evolution inside moka
• See the concrete impact of your efforts each day and participate in nurturing healthy minds to foster healthy organizations
• Grow as a person and learn within a team of great people
• Be trusted: we hire great talents who lead us to the next level
  
  

• Access to Moka.Care: selfcare, individual & group sessions, and the possibility to test the new features in preview
• Benefit Fund - May : up to 1500€ net / year (125€ net / month)
• Work life balance: 60% at the office - 2 days per week or 1 week per month remotely
• Swile Meal voucher card of 10€/day (restaurants, groceries and food apps)
• Gymlib for sport & wellness allowance
• Transportation allowance (50% reimbursed)
• 7 week holiday policy (& one additional day off per year)
  
  

• Phone interview 
• Background Interview
• A Case study and job focused interview to project yourself in your future day-to-day job
• And finally a Value fit interview to make sure you’ll feel comfortable at moka
• Offer and reverse interview