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# Senior CSM - Implementation & Onboarding Lead

- **Company:** Hopae
- **Location:** Paris, France
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** JIRA, Microsoft OneNote, Large Language Models, Zapier, Hubspot, Api Management
- **Published:** June 19, 2026
- **Apply:** https://fr.indeed.com/viewjob?jk=fa91e23a451a0347

## About the Role

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

## Description

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


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