Key skills
SalesforceCRMSales
About this role
Role Overview
- As a CSM for Small Accounts, you are responsible for adoption, satisfaction and retention of a portfolio of small accounting firms.
- You design simple, effective onboarding and adoption journeys, deploy 1:1 and/or 1:many initiatives, and manage account health using data.
- Your objective: reduce time-to-value, encourage regular use of Pennylane and prevent churn while identifying appropriate expansion opportunities.
- Segment your portfolio and define playbooks by firm type (founders, small firms, early adopters).
- Build lightweight, actionable Success Plans with clear milestones (activation, adoption of key features, autonomy).
- Establish suitable coverage rituals: targeted 1:1s, office hours, webinars, adoption campaigns and self-serve content.
- Prioritize your actions using usage and account health dashboards.
- Quickly align objectives, governance and success criteria with the firm.
- Plan pragmatic rollouts: checklists, templates, mini-trainings (webinars, tutorials), schedules and tracking.
- Coordinate stakeholders (Sales, Support, Product as needed) to remove blockers and secure scale-up.
- Drive adoption of priority features and best industry practices.
- Provide proactive, data-driven recommendations to increase usage and smooth migrations.
- Organize meetings focused on value, outcomes and next steps.
- Monitor early warning signals (drop in usage, recurring tickets, negative feedback) and launch anti-churn plans.
- Rely on internal resources (Support, Content, Training) to resolve issues quickly.
- Identify relevant expansion opportunities (modules, rollouts to other teams/clients within the firm) and work with the Sales team to realize them.
- Systematically log all activity in Salesforce.
- Contribute to content (emails, guides, online help, webinars) and share your learnings to improve our playbooks.
- Provide structured, prioritized product feedback to inform the roadmap.
Requirements
- Minimum 2 years' experience in an accounting or audit firm.
- Solid accounting fundamentals (not necessarily at an expert level) and a strong appetite for technology.
- Excellent interpersonal and teaching skills; ability to simplify complex topics and persuade.
- Strong organizational and prioritization skills in a multi-account, results-driven environment.
- Strong data mindset: comfortable with adoption and retention KPIs and rigorous about CRM tracking.
- Team player with curiosity, proactivity and a taste for challenges.
Benefits
- One of the best health insurances on the market (Alan Blue and Alan Mind)
- Meal vouchers (Swile card)
- Between 6 and 12 additional RTT days on top of 5 weeks of paid vacation
- Opportunity to improve your English via Busuu
- Monthly dedicated budget for all Pennylaners to support working from home or in coworking spaces
- Easy access to our offices, located a few minutes from Saint-Lazare in the heart of Paris
- Allocation of BSPCE (stock option plan)
- Access to 8,000 gyms across France and more than 300 wellness activities via our partner Gymlib
- A MacBook
- We play many sports together and regularly come together for company events such as Tech Days (which bring remote Pennylaners together every 3 months) and our annual company retreat, fostering strong moments of cohesion for everyone.