Key Account Manager (H/F)

The Mission

You take over after the first signature and become the main point of contact for our strategic accounts. You make sure Merlain alerts turn into decisions and concrete client-side results, you grow the accounts — new scopes, new teams, new sources — and you secure renewals. You are also the customer's voice inside the product team.

Responsibilities

• Run a portfolio of strategic accounts from the first closing onward: onboarding, adoption, renewal, expansion.
• Guide the rollout: scoping what to monitor, connecting data sources, validating business definitions, first useful alerts.
• Turn product alerts into business value: help client teams act on every alert and document the impact (protected margin, cash collected, stockouts avoided, time saved).
• Drive the relationship: regular check-ins, quarterly value reviews with decision-makers, account plans.
• Watch account health: usage, engagement, risk signals — and act before an account drifts.
• Identify and lead expansion opportunities: new teams, new brands or subsidiaries, new connectors, moves to VPC or on-premise.
• Prepare and negotiate renewals.
• Bring structured product feedback back: needs, friction, new use cases, connector priorities — in direct contact with Aymen and the tech team.
• Produce case studies and references with the clients who accept it.

Profile

• 3+ years in Key Account Management, Customer Success or Account Management in B2B SaaS.
• Hands-on experience managing accounts with renewal and expansion targets.
• You speak business: margin, stock, conversion, cash flow. You can connect a metric to a decision.
• Comfortable with data and tools (Shopify, ERP, CRM, ad platforms), without being a developer.
• Excellent relationship skills across the board, from operators to executives.
• Organized and proactive: you spot weak signals before they become problems.
• Able to turn field feedback into actionable input for the product.
• Fluent French, professional English.

Nice to Have

• Experience in retail, e-commerce or with DTC brands.
• Experience with a data, BI, analytics or AI solution.
• You have set up Customer Success processes in a startup (health score, QBRs, playbooks).
• Familiar with client-side security and compliance topics (GDPR, hosting, on-premise deployment).

What We Offer

• A key role in a startup at the structuring stage: you define how Merlain takes care of its clients.
• A product whose value is measurable: every alert comes with a quantified impact to showcase.
• Direct access to the founders and the tech team — your feedback ends up in the product.
• Autonomy and responsibility from day one.
• The Tech Forward (EDHEC) environment, with a presence planned at Station F.
• An equity package that matches a founding role.