Customer Success Manager - SMB Portfolio & Process Design

Moka.Care

CDI , Rennes, 35000, Mobilité

Publiée le

14/06/2026

Contrat

CDI · Inconnue

Localisation

, Rennes, 35000,

Taille équipe

2000+ emp.

Rémunération

45 000 € - 55 000 €

Télétravail occasionel Inconnue ans exp. FrancaisEspagnol

Avantages

Solution de prévention santé mentale

Missions clés Structurize and scale the way we manage our portfolio of small accounts

Profil recherché Leadership · Communication

Outils & compétences Frontend, React, JavaScript

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Le poste en détail

Who are we?

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.

Where we are currently: Since our creation in December 2019, more than 400 companies (L'Oreal, Spendesk, Qonto, Engie, Castalie, etc.) have joined moka.care, and we now have over 300,000 employees covered in France but also throughout the world!

We have raised 17,5 million euros and are 70 to help companies improve their mental well-being.

What we believe in? Excellence in care is our obsession.

Culture is not nice words we put on the walls, we have defined 4 tangible values to make this culture live: Team Play, Optimism, Ownership & Agility.

Why do we need you?

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.

Your responsibilities

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’re the ideal person if

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.

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€50,200 - €54,200 a year

Package from 50 200€ gross/year to 54 200€ gross/year (fix + variable + May), depending on your positioning within our internal grid.

This range is provided for indicative purposes only. The exact positioning will be determined based on your experience, skills, and fit for the role, in order to ensure internal consistency and fairness. \n
Joining us you will

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

We'll take care of you

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)

BSPCE for everyone
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)

Interview Process

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
If needed we organize other informal talks like coffee with the team.

Moka.Care is a disability-friendly company.