About Dialog: Dialog builds an AI sales agent for e-commerce: an assistant that chats with shoppers directly on online stores, answers their questions and guides them to the right products, much like the best in-store salesperson. It serves more than 130 paying clients across France, Spain and the United States. As Customer Success Manager, you own a portfolio of accounts with three goals: help clients master Dialog, bring them e-commerce expertise and build lasting relationships. You report to the lead of Account Management and Customer Success, with a path towards Account Manager and then CS Lead. The role is based in Paris or Barcelona.
Missions
- Act as the trusted point of contact for your clients from onboarding to renewal, and detect early signals of risk.
- Help each client get the full value of the product through configuration, best practices and new features.
- Understand your clients’ world, including Shopify, online merchants, conversion and customer experience, and connect Dialog’s performance to their business goals.
- Analyse usage and performance metrics, build account-health views and turn insights into clear priorities and recommendations.
- Identify expansion opportunities, make the ROI of Dialog visible and build playbooks, documentation and automations for the whole client base.
Profile
- Two to four years in Customer Success, Account Management or onboarding, ideally in SaaS or e-commerce.
- Strong client relationship skills, building trust quickly and setting clear expectations.
- Problem-solving and ownership, turning ambiguous situations into concrete action plans.
- An analytical mindset and comfort turning numbers into decisions.
- Genuine curiosity about how the AI agent works; the role is open to profiles from outside engineering.
- Fluent French and professional English at B2 level or above.
- An early-stage mindset: autonomy, curiosity and adaptability.
- A business school background, commercial sense and comfort with AI tools are strong pluses.
