What is the role?
Evy is the infrastructure behind product protection for 20+ retailers and marketplaces across Europe - Back Market, Decathlon, SEB Group, Refurbed, and others. Our CSM team sits at the heart of what we do: they own the relationship with our partners end-to-end, from post-signature onboarding to long-term commercial growth.
We're looking for a Customer Success Manager who knows what it means to manage complex, high-stakes B2B accounts and who wants to do it in an environment where they'll actually shape how it's done.
This is a full-ownership role. You'll manage a portfolio of ~10-15 strategic accounts (retailers, marketplaces, insurers), with full responsibility for retention, upsell, and satisfaction. You'll be joining a small, experienced team and report directly to our Head of Client Operations - meaning real support and close collaboration, without layers of process slowing you down.
Your missions
Own your portfolio
- Be the single point of contact for your partners: from day-to-day requests to quarterly business reviews
- Monitor account health, track key metrics (attach rate, claims satisfaction, NPS), and turn data into action plans
- Manage escalations - operational, technical, or commercial - and coordinate internally with Product, Ops, and Tech to resolve them fast
- Drive retention and reduce churn risk proactively, not reactively
Grow the accounts
- Identify and execute upsell and cross-sell opportunities within your portfolio
- Lead commercial conversations with senior stakeholders (Head of Insurance, VP Ops, C-level)
- Build joint business plans with key accounts and track performance against them
Be a voice inside Evy
- Translate client feedback into product insights and business opportunities
- Work closely with Business Development on whitespace opportunities within existing partner ecosystems
- Help shape how we think about CSM at Evy - this is a role where your input will actually change things
You may be a good fit if
- You have 3-6 years of experience in CSM, KAM, or Account Management in a B2B SaaS or tech environment, ideally with complex integrations or API-driven products