Senior Customer Success Manager – Public Sector

At Lifen, we believe that medical data has the potential to transform the healthcare system. But only if it is accessible. More accessible data → less administrative burden, better care coordination, and faster scientific discoveries.

Since 2015, our mission has been to unlock this potential. Our AI-based solutions enable healthcare professionals to share medical information effortlessly and researchers to accelerate clinical discoveries: with an impact on millions of patients in France every day.

Today, over 150 people work from our offices and remotely to unlock the potential of health data. We have connected 800 hospitals and 150,000 healthcare professionals, and we are just getting started.

We are looking for people who embrace complexity, want to solve difficult problems, and are ready to build the future of healthcare collaboration.

⚡ Our Customer Success Team

The Customer Success team supports healthcare institutions in the adoption and use of our solutions, with one objective: to ensure that our products are fully integrated into healthcare professionals' practices and generate concrete and lasting impact.

We are currently looking for a Senior Customer Success Manager to take responsibility for a portfolio of public institutions, including strategic accounts with complex organizations and challenges.

This role goes beyond operational monitoring or customer relationship management.

You will be responsible for defining and driving a true support strategy, taking into account the specific challenges of each institution, their maturity, their uses, and the different stakeholders involved.

Your role will be as strategic as it is operational: understand your clients' organizations, identify their short and long-term challenges, propose appropriate recommendations, and mobilize the right levers to maximize the value they derive from our solutions.

This is not an Account Manager role focused on commercial negotiation, renewal, or upsell. It is also not a support or technical deployment position. You will primarily intervene once the solutions are deployed, to develop their adoption, evolve usage, and ensure your clients' long-term success.

🎯 What you will do with us

• Strategically manage your client portfolio: take responsibility for approximately 90 healthcare institutions, including one-third major accounts, define relevant segmentation, and prioritize your actions according to the challenges and potential of each client.

• Develop long-term relationships: understand your clients' organizations, navigate between different levels of stakeholders (decision-makers, referents, users), and build support plans tailored to their objectives.

• Provide in-depth consulting on our solutions: analyze needs, master product configurations and uses, diagnose complex issues, and recommend the most suitable solutions for each institution's constraints.

• Drive impact-oriented action plans: leverage usage data and performance indicators to identify opportunities, define priority actions, and measure their long-term results.

• Evolve our Customer Success practices: collaborate with Product, Ops, Support, and Sales teams, and contribute to improving our support, segmentation, and client monitoring processes.

⭐️ The profile we are looking for

We are looking for a senior profile, capable of taking a high-level view, managing their portfolio autonomously, and bringing real strategic added value to their clients.

Your experience and skills

• Solid experience (ideally 6 years or more) in Customer Success, strategic account management, consulting, or complex project management, with a high level of autonomy and responsibility.

• Proven experience in B2B portfolio management, ideally with major accounts involving multiple stakeholders, with a true mastery of segmentation, prioritization, and results-oriented support plans.

• Strong product expertise and a consulting mindset, acquired with complex solutions requiring advanced configurations, in-depth needs analysis, and tailor-made recommendations.

• An analytical and structured approach, with the ability to leverage data to guide your decisions, measure your impact, and improve support processes.

Experience in B2B SaaS, technical solutions, or the healthcare sector is a plus, but we prioritize your experience and ability to manage complex clients above all else.

Qualities that will make a difference

• Big-picture thinking and leadership: you know how to step back, challenge your stakeholders, and build a long-term strategic vision.

• Rigor and proactivity: you are autonomous, organized, results-oriented, and can drive several complex topics forward simultaneously.

• Curiosity and excellent interpersonal skills: you enjoy understanding products in depth, asking the right questions, and communicating clearly with diverse stakeholders.

Our values

• Embrace Complexity: you enjoy deeply understanding subjects, exploring complex issues, and building relevant solutions rather than stopping at the first answer.

• Benevolence: you know how to build trusting relationships, collaborate with diverse stakeholders, and challenge constructively.

• Real Impact: you seek concrete and measurable results, both for your clients and for the improvement of our internal practices.

👥 Recruitment process

1. Chat with Laura, Talent Acquisition – 30 min. An initial conversation to understand your background, expectations, and motivation for the role.

2. Interview with Pierre, Hiring Manager – 60 min. A meeting to delve deeper into your portfolio management experience, your strategic approach to client relationships, your product expertise, and your ability to drive results-oriented action plans.

3. Case study with Pierre and a member of the CS team – 60 min. You will receive the case study a few days before the presentation. The objective is to assess your analytical skills, reasoning, perspective, and how you structure a client support strategy.

4. Cultural Alignment Interview with Raphaël, VP Ops – 30 min. A discussion to talk about your working style, your values, and your collaboration with other teams.

We commit to giving you feedback within 72 hours of each step.

Practical information: Permanent contract (CDI), ideally based in Paris but open to the whole of France with regular presence in Paris. Travel to healthcare institutions is expected, on average twice a month, with a variable frequency depending on client needs.

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