Customer Success Manager

Overview

In this role you drive successful SaaS integrations and client onboarding by coordinating across engineering, product, and support teams. You manage integration-related cases end-to-end, monitor health and usage, and document learnings to enable continuous improvement. You will lead digital projects from inception to completion and ensure client adoption aligns with SCOR’s mission and values. You’ll translate complex needs for non-technical stakeholders and foster proactive, cross-functional collaboration to deliver scalable, high-quality integrations.

Responsibilities

• Own lifecycle of integration-related support cases and ensure timely resolution
• Act as primary liaison between clients and internal teams to resolve technical/integration challenges
• Guide onboarding and handover of integration cases with implementation teams
• Monitor integration health, usage patterns, and case trends; report findings
• Maintain documentation of integration scenarios, resolutions, and lessons learned
• Develop integration playbooks, knowledge base articles, and self-service tools
• Support change management when client systems/workflows update
• Lead digital projects from inception to completion and oversee SaaS solution lifecycle
• Establish and optimize project management processes for efficiency and scalability
• Collaborate with cross-functional technical teams for feasibility and innovation
• Translate complex requirements for non-technical stakeholders; provide regular progress updates
• Collaborate with project managers to optimize client delivery

Key requirements

• Several years of experience in project management, technical SaaS integration, or client-facing SaaS roles
• Proficiency in agile methodologies and structured project management approaches (e.g., V-Model)
• Experience documenting processes and creating support materials
• Knowledge of Jira, Confluence, SharePoint, and Power BI
• Bachelor’s or Master’s degree or equivalent
• Strong understanding of software integration, APIs, and cloud platforms
• Ability to analyze technical issues and coordinate cross-functional teams
• Familiarity with change management in a SaaS environment
• Strong drafting skills for functional documentation and client communication
• Ability to establish and refine operational processes in dynamic environments
• Understanding of modern technology stacks and software development practices
• Excellent communication in French; Spanish is a plus

• client-facing
• strong communication
• cross-functional collaboration
• SaaS integration
• APIs
• cloud platforms

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