Customer Success Manager

About Dashlane

Dashlane's mission is to make security simple for millions of organizations and their people. We empower businesses of every size to protect company and employee data while helping everyone easily log in to the accounts they need—anytime, anywhere. 

Our global team with offices in Paris, New York, and Lisbon is united by a strong sense of community and passion for improving the digital experience. Over 15 million users and 20,000 businesses in 180 countries use Dashlane for a faster, simpler, and more secure internet.

About the role:

Dashlane is looking for our first CSM based in our Lisbon office to help us continue to support our growing EU customer base. You will lead a "dual-motion" portfolio: providing high-impact, reactive management for our Scale Segment while directly managing a portfolio of dedicated accounts. You will own the relationship and success of these accounts with a core focus on Onboarding/Deployment, Retention, and Expansion. 

We’re looking for a self-motivated, hungry to learn individual who thrives in a fast-changing environment. This isn't a traditional "maintenance" role. You are here to drive velocity. You will be a critical member of a growing team, collaborating across Sales, Product, and Engineering to ensure our customers thrive and expand with us. 

At Dashlane you will:

• Architect Success at Scale: Manage a high-volume "Pool" of accounts using a "one-to-many" approach, utilizing automated health checks and AI-driven insights to intervene proactively.
• Drive EU-based Accounts: Fully own a diverse list of high-value EU customers, acting as their trusted advisor and subject matter expert.
• Lead Onboarding & Renewals: Direct the entire customer journey from the initial deployment, lifecycle, complex pricing negotiations and annual renewals.
• Leverage AI for Efficiency: Utilize modern AI tools to streamline communication, analyze customer sentiment, and optimize your bandwidth for high-value strategic work.
• Collaborate Globally: Work independently but stay deeply connected to our global teams in NYC and Paris, sharing feedback with internal development teams to shape the future of our product.
• Meet and exceed quarterly quotas to ensure Dashlane successfully retains and grows our existing account base revenue.
• Become an expert in Dashlane’s product, offerings and overall value to drive success with your customer base
• Proactively find opportunities for growth, both within your book of business and within our team’s processes and procedures

Requirements:

• 2+ years of Customer Success or Account Management experience, ideally within a fast-paced B2B SaaS or Tech environment.
• Business level fluency in English required
• Proven experience managing renewals and leading pricing/contract negotiations.
• You are comfortable using AI tools (i.e. Gemini, ChatGPT) 
• Exceptional organizational and prioritization skills, as well as a high degree of Operational Rigor
• As our first Lisbon hire, you must be resourceful and comfortable operating with minimal in-person supervision.

What we're also looking for:

• Business level fluency in French is a major competitive advantage
• A proven track record of consistently exceeding expansion or NRR quotas.
• Domain knowledge in Identity and Access Management (IAM) or cybersecurity.
• Experience with deployment strategies for technical IT audiences.
• High degree of perseverance and passion for our product and mission. 
• Tech-savvy, personable with natural problem-solving abilities and demonstrated discretion and ability to work with confidential information. 
• Ability to think critically, troubleshoot and solve complex problems in a fast-paced, data-driven, metrics-oriented environment

Location-Specific Information:

You will be based in Lisbon, with English as your working language. At Dashlane, we embrace a hybrid culture that combines the best of both worlds: the creativity and energy of in-person collaboration with the flexibility of remote work. Our model is designed to strengthen team connections while supporting individual productivity and work-life balance. To maximize collaboration, we come together in the office on Mondays, Tuesdays, and Thursdays, while Wednesdays and Fridays offer more flexibility for focused work.

 

What Dashlane offers you:

• Flex Benefits - allocate a monthly amount to a pool of benefits
• Health insurance covered by Dashlane
• 5 extra vacation days each year, plus your birthday off
• Company wide well-being days (one per quarter)
• Equal Parental leave - up to 20 weeks fully paid leave, within the first year of birth or adoption
• Donation matching program -  Dashlane will match your donations to organizations driving positive impact in historically marginalized communities
• Access mental health services through Spring Health, available for you and your family members
• Team building & social events - weekly lunch in the office and monthly happy hour
• and much more