Customer Success Manager (CSM)

Maslo is the leading SaaS platform and precursor to sales gamification applications. Already +100K users, +50K challenges generated, with large group customers such as SMEs and VSEs. In a context of strong growth in 2025—2026, we are recruiting a Junior CSM to support our customers on a daily basis: onboarding, increasing skills, and monitoring platform administrators (especially on large communities).

The position is based in La Rochelle, in our offices in Village by CA, 400 m from the port and the city center. You will evolve in a caring environment, supervised by our Head of CSM and the team, with a culture: serious at work, simple between us — with pleasure, humor, and gamification in our DNA.

Success criteria (what will make a difference)

• Customer administrators become autonomous quickly: they know how to configure, animate and manage their program without depending on us at each stage.
• You provide fluid and reassuring daily support, especially for large communities (higher pace, operational challenges, varied requests).
• Customers maintain a dynamic: regular follow-up, structured actions, anticipated problems, high satisfaction.
• You communicate clearly: reports, prioritization, pedagogy, effective reminders.
• You contribute to improved assistance: structured feedback, sharing irritants, and continuous improvement.

Responsibilities

• Support client administrators during onboarding: framework, configuration, training, best practices, launch checklist.
• Ensure customer follow-up on a daily basis: answers, functional support, simple decisions, reminders, action plans.
• To be an operational support point for large communities: help plan activities, manage peaks of activity, secure key stages (launches, highlights, closings, communications).
• Help set up and run programs (challenges, content, communications), in conjunction with the gamification/loyalty team.
• Identify recurring questions, blockages and support needs, then provide structured feedback to our Head of CSM in order to set up FAQs and effective assistance (guides, templates, processes, help paths).
• Report customer feedback and contribute to continuous improvement (process, product, content) with the internal team.
• Collaborate with internal teams (sales, product/tech, project manager) to streamline the customer experience and resolve issues quickly.

Qualifications Skills

• Good knowledge in computer science/digital tools (SaaS, configuration, logic), without necessarily being a developer.
• Very good command of collaborative tools: Notion, Jira (or equivalent), Google Workspace/Office, visio.
• Pedagogy and sense of service: explain simply, structure, reassure, make progress.
• Organization and rigor: monitoring, prioritization, respect of deadlines and commitments.
• Comfortable in a customer relationship: listening, diplomacy, ability to refocus and stay on track.

Experiment

• Junior profile: ideally 1—2 years minimum (work-study included) in Customer Success/functional support/project management/account management,
• We also study applications from more experienced CSM, provided they are comfortable in a very operational role: onboarding, daily support for administrators, and monitoring large communities in a human-sized adventure.
• or demonstrated strong ability to adapt (rapid learning, autonomy, rigor).

Qualities sought:

• Sensitivity to gamification and/or competitive sport (objective, progression, challenge spirit).
• Rigor, sense of responsibility, reliability.
• Autonomy and proactivity: you anticipate, you propose, you move forward.
• Curiosity: you like to understand the product and customer issues.
• Team spirit: simple communication, good energy, fun and humor.

Location

📍 Position based in La Rochelle (face-to-face) — Village by CA, 400 m from the port and the city center.

‍