Senior CSM - Implementation & Onboarding Lead

As a Senior CSM - Implementation & Onboarding Lead, you own the client journey from signed contract to successful go-live - and build the systems that make every onboarding after yours faster. As the first senior hire in this function, you define the processes the team inherits - with a clear path to team lead as we scale.

• Own onboarding end-to-end - kickoff through go-live - driving alignment across Product, Engineering, Legal, and Sales
• Be the primary client contact during implementation: route requests, hold SLAs, monitor health and NPS, and surface friction before it escalates
• Build CS playbooks and deploy AI-powered automation (Zapier, Make, LLM workflows) to reduce time-to-value and scale without headcount
• Work cross-functionally with Sales, Marketing, and Product - handoffs, case studies, and roadmap input

Do you have experience in Jira?, * 7+ years of experience, with at least 3 in Customer Success, Implementation, or Technical Onboarding in B2B SaaS

• Proven managing complex, multi-stakeholder onboarding projects - you own timelines, surface blockers, and drive go-lives
• Technical enough to hold your own with engineers and enterprise clients - API integrations, documentation, bridging both worlds
• Fluent in NPS, health scoring and hands-on with automation tools (Zapier, Make, n8n) and CS tooling (HubSpot, Intercom, Notion, Jira, Gainsight)
• Fluent in English; French is a strong advantage - based in Paris / Île-de-France, async-first, autonomous, and outcomes-driven
• Background in identity, KYC, or regulated tech is a strong plus

Pulled from the full job description

• Unlimited paid time off

At Hopae, we’re building the world’s most trusted digital identity platform - private, secure, and built for real life. We believe identity should be in your control - not locked behind outdated systems or centralized gatekeepers.

Our product, Hopae Connect, lets businesses verify real people across borders through a single API - no need to build country-by-country integrations themselves. Our technology powers instant, privacy-first verification across fintech, credentials, supply chain, and gaming - for IDV providers, e-signature platforms, and enterprises who need identity to just work, everywhere.

Backed by top global investors, Hopae operates across Seoul, Paris, Luxembourg, and San Francisco, bringing together exceptional talent from over 10 nationalities. We move fast, think globally, and build products that define the future of identity.