Senior CSM - Implementation & Onboarding Lead
Hopae provides global electronic identity verification infrastructure for enterprises. Its products enable businesses to connect to government, bank, and private eID providers through a unified API, and to build compliant digital identity wallets.
Funding
Investors
About Hopae
Hopae is an identity-verification technology company offering global eID access through its Hopae Connect platform. Connect provides a unified API, hosted OIDC flow, and direct REST API integrations for verification against government, bank, and private identity providers. Hopae also offers an accredited, eIDAS 2.0-compliant wallet SDK. It serves identity-verification and e-signature providers, financial services, and businesses in sectors such as gambling, telecoms, retail, travel, hospitality, and mobility.
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
