Senior CSM - Implementation & Onboarding Lead
Hopae is a digital identity company providing a platform for businesses to securely and seamlessly verify and onboard customers. Their solutions, which include an API (hConnect) and an SDK for building EUDI-compliant wallets, focus on eliminating fraud, ensuring data privacy, and meeting global compliance standards. The company is building a trusted, decentralized identity platform with a focus on user control, privacy, and security, and has a diverse, global team with offices in Paris, San Francisco, and Seoul.
Funding
Projects
About Hopae Inc.
Hopae is a digital identity company that provides solutions for businesses to securely and efficiently verify and onboard customers, aiming to eliminate the need for physical documents. Their platform is designed to boost trust and reduce friction by offering features like simplified global compliance (e.g., EUDI, GDPR), fraud prevention with tamper-proof credentials, and enhanced user privacy by sharing only necessary data. Key products include the hConnect API for integrating secure eID login and an SDK for building EUDI-compliant digital wallets. These tools support various credentials, including Mobile Driver's Licenses, National IDs, and corporate IDs. Hopae is actively engaged in the identity technology community, participating in industry events and sharing insights through reports and guides. The company has a global presence with offices in Paris, San Francisco, and Seoul.
Skills
About the Role
You will own the client journey from signed contract to successful go-live, and build the systems that make every onboarding after yours faster. As the first senior hire in this function, you will define the processes the team inherits, with a clear path to team lead as the company scales. You'll be the primary point of contact for clients during implementation, keeping things on track and surfacing issues before they escalate. You'll also build playbooks and use automation tools to speed up time-to-value while working closely with other teams to ensure smooth handoffs and shared learnings.
Requirements
- 7+ years of experience, with at least 3 in Customer Success, Implementation, or Technical Onboarding in B2B SaaS
- Proven experience managing complex, multi-stakeholder onboarding projects
- Technical enough to work with engineers and enterprise clients on API integrations and documentation
- Fluent in NPS, health scoring, and hands-on with automation tools (Zapier, Make, n8n) and CS tooling (HubSpot, Intercom, Notion, Jira, Gainsight)
- Fluent in English; French is a strong advantage
- Based in Paris / Île-de-France
- Background in identity, KYC, or regulated tech is a strong plus
Responsibilities
- Own onboarding end-to-end from kickoff through go-live, driving alignment across Product, Engineering, Legal, and Sales
- Act as the primary client contact during implementation
- Route requests, hold SLAs, and monitor health and NPS
- Surface friction before it escalates
- Build CS playbooks
- Deploy AI-powered automation such as Zapier, Make, and LLM workflows to reduce time-to-value and scale without headcount
- Work cross-functionally with Sales, Marketing, and Product on handoffs, case studies, and roadmap input
Benefits
- Unlimited PTO
- Remote-friendly work model