HarfangLab
HarfangLab
HarfangLab is a European cybersecurity company developing AI-enhanced Endpoint Detection and Response (EDR) and Endpoint Protection Platform (EPP) solutions for workstations and servers. Its security products help IT and cybersecurity teams detect, investigate, and remediate threats across multiple operating systems and deployment environments, including SaaS and on-premises infrastructures. With transparent, API-ready integrations, customizable EDR rules, and detection engines built around models such as Ashley and Kio, HarfangLab focuses on giving security professionals practical tools for incident response and informed decision-making without compromising system performance.

Customer Success Manager - HarfangLab, France (Hybrid)

Lead customer relationships and adoption for HarfangLab’s European cybersecurity platform. Own onboarding, engagement, escalations, renewals, and cross-functional initiatives for B2B customers and partners.

Description

  • Manage a customer portfolio and develop durable, trusted relationships
  • Guide customers from onboarding through adoption and renewal
  • Run regular check-ins, governance sessions, and business reviews
  • Clarify customer goals, challenges, and measures of success
  • Track engagement, product adoption, and satisfaction metrics
  • Spot risks early and align internal teams on mitigation plans
  • Own escalations through effective resolution
  • Represent customer feedback to Product, Support, and Engineering
  • Coordinate cross-functional activities that support customer outcomes
  • Improve Customer Success processes, tools, and operating practices
  • Use AI and modern tools to increase efficiency, insight, and engagement

Requirements

  • Bring at least three years of experience in Customer Success, Account Management, Consulting, Project Management, or a comparable customer-facing position
  • Have experience supporting B2B customers in software, SaaS, cybersecurity, or technology
  • Manage customer relationships independently while coordinating multiple stakeholders
  • Lead customer meetings and handle escalations effectively
  • Speak fluent French and professional English
  • Demonstrate a customer-first, service-minded approach
  • Communicate clearly and build strong professional relationships
  • Work proactively, independently, and in an organized manner
  • Collaborate effectively as part of a team
  • Show curiosity, practical problem-solving ability, and a willingness to learn
  • Remain resilient and effective in a fast-growing environment

Benefits

  • Eligible for a 10% annual performance bonus based on base salary
  • Profit-sharing scheme (intéressement)
  • Flexible remote work from France
  • High-performance equipment adapted to individual needs and preferences, including Mac or PC and additional screens
  • Seminars, themed evenings, and other company events
  • Alan health insurance
  • Swile meal vouchers
  • Partially funded Egym membership
  • 25 days of paid leave plus RTT
  • Structured onboarding program with a buddy system
  • Training courses and industry events

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