Customer Success Manager / Account Manager (French / English)
- Location: UK-based (Remote)
- Type: Full-Time
- Compensation: £32k-£42k Base, OTE up to £45k, plus uncapped commission on the expansion you source
Become the trusted advisor keeping the world's leading brands in the game.
If you keep customers because they genuinely succeed (not because they are locked in), if you would rather send a client a sharp idea than wait for them to ask, and if you are perfectly fluent in both French and English, keep reading.
We are looking for a Customer Success Manager to own a book of yearly accounts end to end: keep them, grow them, and make renewing the obvious call. The book spans French and English-speaking markets, so the role is bilingual by necessity, and we test both languages live in our process. Our Account Executives hunt and close new business; once a deal is won, the account is yours. Expansion and retention are this seat, whole and undivided.
At Drimify, we build gamified brand experiences that people love to interact with. Our goal is to give companies anywhere the power to create supercharged brand experiences for any audience, age group or sector, without the need for coding skills.
The results speak for themselves:
- Engagement rates up by 300% in telecom
- Basket spend up by 92% in the luxury retail industry
- 8 million+ monthly plays for a global impact
- Our clients: Amazon, Samsung, L'Oréal, Lenovo, Singapore Airlines & more.
- Our reach: 95 countries and counting.
- Our DrimTeam: 18 remote-first smart people.
The Mission & Your Role
You own the customer after the sale: the relationship, the renewal, and the growth.
- Retain. Keep gross revenue retention high: every customer getting value, risk anticipated on a rolling horizon, renewals run cleanly and early. No customer is ever a surprise loss.
- Expand. Spot where an account could do more (a second campaign, a new market, a bigger programme), build the case, and hand it to sales to close. No closing quota, but you are measured on the growth you generate and paid uncapped commission on it from day one.
- Advise, proactively. The heart of the seat and the trait we hire on above all others. You bring customers ideas before they ask, and every idea is concrete: a specific experience or mechanic, and a "why now" tied to their calendar and audience. Sharp recommendations keep customers active; active customers renew and grow.
Project delivery (game configuration, technical scoping) sits with our project team. You will touch it enough to advise well, but your centre of gravity is the customer.
What You Will Do
- Own a book of yearly accounts across French and English-speaking markets: their health, their renewal, their growth.
- Onboard new customers to value, from kickoff to activation in the first 90 days.
- Run renewals cleanly and early. Rolling three-month horizon, quotes out unprompted well ahead of the date, several decision-makers mapped per account so a champion leaving never costs a renewal.
- Source and build expansion and hand qualified, well-framed opportunities to the Account Executive to close. You originate growth; sales wins it; you are paid either way.
- Make proactive recommendations a habit. Concrete, on-brand ideas tied to each customer's calendar, naming a specific experience and a reason to act now.
- Run prepared customer touchpoints (kickoffs, check-ins, business reviews, renewals) in French and English. Never improvised.
- Keep the customer record honest. CRM hygiene, accurate renewal dates, the real decision-makers mapped, risk flagged early.
- Be the customer's voice inside Drimify, feeding product, marketing, and sales what you hear.
Your Core DNA & Mindset
- Perfect French, Perfect English. Flawless professional French, and English strong enough to run an improvised save call, not just a prepared presentation. Both tested live in our process; come ready to switch on the spot.
- The Proactive Advisor. You lead with ideas. "They have gone quiet" is a prompt to act, not a status to log.
- The Owner of the Number. Retention and growth are yours: renewal dates known cold, risk seen before it becomes churn, a flat account treated as a problem to solve.
- The Trusted Operator. Accurate, prepared, no overpromising, follow-through in writing.
- The AI-Native Operator. AI in the loop every day: prep, recommendations, research. The bar keeps rising and you want it to.
Your Operating Rhythm
- The Renewal Horizon. Always months ahead, never month to month. Risk is caught early or not at all.
- Prepared, Always. No customer call without prep.
- Proactive Drumbeat. Fresh ideas in front of customers every week. A quiet account is a flag, not a relief.
- A Big Book, One System. You tier, batch, and run a reusable recommendation engine, and you always know which accounts get depth this week. "Once a month for everyone" is not a system.
- The Book Is The Truth. If it is not in the CRM, it did not happen.
- AI In The Loop. Every task starts with "which workflow gets me 80% of the way there faster?"
The Anti-Profile (Who should not apply)
- The ticket-taker. If customer success means answering inbound requests, this is not your seat. We hire the person who reaches out first.
- The order-taker on renewals. Renewals here are anticipated and sometimes fought for, not waited for.
- The pure closer. No closing quota lives here; that is the Account Executive role.
- The behind-the-scenes account manager. This seat is visible: calls, ideas, relationships, on camera, in two languages.
- The AI sceptic. If you think AI dilutes the craft of customer relationships, the bar here will frustrate you.
- The mono-linguist. Perfect French and perfect English are both non-negotiable.
What We Are Looking For
Required
- Perfectly fluent French AND English, written and spoken, strong enough to run unprepared customer conversations. We test both live; assess yourself honestly, because this is where most otherwise-strong candidates fall.
- A retention and growth track record in B2B customer success or account management (SaaS preferred), with numbers you can defend: a churn you saved, an expansion you sourced and what it was worth, a retention rate you owned.
- A working model for a large book: how you tier, batch, and keep a weekly rhythm without dropping the quiet accounts.
- Commercial instinct. You see where an account can grow and build the case, even though sales closes it.
- Strong customer-facing presence at a distance, in both languages.
- Genuine fluency with AI tools for customer work. We will ask what you use and how.
- Right to work in the UK, UK-based, remote-ready. No visa sponsorship.
Preferred
- SaaS or marketing-technology background.
- Renewals-pipeline or portfolio experience (defined book, renewal dates, GRR/NRR targets).
- HubSpot or a comparable CRM.
- Enough marketing, campaign, or gamification exposure to talk to a marketer as a peer.
- Experience producing customer-facing recommendations or business reviews.
Why Join Drimify
- A book you own end to end: retention, growth, and the relationship in one seat, not a sliver of the journey.
- Paid for what you keep and what you grow. Performance shows up in your pay, and the expansion commission is uncapped.
- A structured, AI-driven onboarding (the Drimify Academy) so you ramp on a system, not guesswork.
- A category-defining product with brands people recognise.
- Fully remote. Async, output-led, trusted to run your week.
- A real team, with direct exposure to the founders, Damien (CEO) and Mounir (CTO).
- Direct feedback culture. You will get better here.
Our Interview Process
3 stages = Behavioural intro call, in French and English > A practical session built around your own work: an engagement plan for a sample account, a live customer conversation run cold, and re-presenting your work in your other language, unrehearsed > Final culture fit interview with the founders and the team.
From first call to decision: 2 to 3 weeks.
Inclusivity statement
Drimify hires for capability, character, and craft. We welcome applications regardless of background, identity, or path into customer success. If you meet the spirit of this brief but not every bullet, apply anyway and tell us why.
Note to agencies
We are not engaging recruitment partners on this role. Unsolicited candidate submissions will not be reviewed.
Pay: £32,000.00-£45,000.00 per year
Benefits:
- Additional leave
- Bereavement leave
- Company events
- Health & wellbeing programme
- Private medical insurance
- Work from home
Experience:
- B2B: 1 year (preferred)
- AI: 1 year (preferred)
Language:
- French (required)
- English (required)
Work authorisation:
- United Kingdom (required)
Work Location: Remote
