Customer Success Manager

What we believe GRC is becoming

GRC today still runs the way it ran twenty years ago: screenshots standing in for evidence, annual reviews, controls verified after the fact. Meanwhile, systems deploy several times a day, generative AI redraws the attack surface every quarter, and NIS2, DORA, the AI Act and the CRA keep stacking requirements nobody can meet by hand.

We think the discipline has to move to what the community calls GRC Engineering, formalised in the collective grc.engineering manifesto: applying to governance, risk and compliance the same engineering rigour that transformed software development (Agile, DevOps, DevSecOps, CI/CD). In practice: invert the flow (start from real systems, not from top-down frameworks), automate early and often rather than absorbing repetitive manual work, reason from evidence and data rather than from fear and approximation, aim for measurable results on risk rather than box-ticking compliance, and move from periodic surface checks to deep, continuous assurance.

Mindlapse builds the platform that makes that shift operational for large French and European accounts: an AI-native product where AI, agents and automation are design primitives, and where compliance becomes a property measured continuously on the customer's real systems.

Why this role, and why now

Our first large accounts are deployed. An AI-native product is not sold once: it is proven every quarter, in the real use of cyber, compliance and business teams. The value a customer perceives at 12 months depends as much on delivery quality and adoption as on the product itself.

Until now, this role has been held by the three founders (Hervé, Julien and Christophe, formerly at Openminded and Accenture). We are looking for the person to entrust it to.

We are not looking for a CSM in the classic sense, who follows tickets and runs through a script, nor an account manager who pushes upsell, nor a project manager who runs a schedule. We are looking for all three at once, in one head: someone who carries the relationship with our customers, who answers for the quality of what we deliver to them, and who makes sure the product is actually used. A trusted profile, as close to customers as it gets, with real GRC experience, who shares the conviction above.

Three years in, you will have steered the relationship with CISOs and compliance departments of CAC 40 / SBF 120 groups on a subject few people master, and you will have laid the foundations of customer success at a software company that intends to redefine GRC in Europe.

What you will do day to day

Customer relationship (~30%)

• Be the reference contact of our large-account customers after signature: CISOs, GRC teams, compliance, CIOs, procurement.

• Run the governance of the relationship: steering committees, quarterly value reviews, handling irritants before they become risks.

• Give the founders an honest reading of the health of each account: what works, what does not, what we have to decide.

• Prepare the ground for future contractual milestones (renewals, scope extensions) by building today the demonstrated value the customer will find when the time comes.

Delivery quality (~25%)

• Frame and track deployments: milestones, scope, effort, customer-side dependencies, commitments made.

• Run workshops with the customer (framing, co-construction, read-outs) and make sure what was decided in a workshop is actually delivered.

• Hold the quality of what we deliver: acceptance, defect management, deciding what is blocking and what can wait, clear communication to the customer.

• Make cyber and business teams autonomous on the platform rather than creating a dependency on Mindlapse.

Product adoption (~25%)

• Measure real usage (active users, modules used, use cases covered) and turn those figures into an action plan per account.

• Train, support, follow up: make the platform the working tool of GRC teams, not one more tool.

• Identify the high-impact use cases the customer has not activated yet and put them in place with them.

• Document and industrialise what works (onboarding playbooks, training kits, rituals) so that the next customer moves faster than the previous one.

Link with the product (~20%)

• Be the voice of the customer to our CPTO and our Head of Engineering: needs, irritants, priorities, and above all the « why » behind each request.

• Qualify and prioritise customer feedback: tell a structuring need from a comfort request, a real bug from a usage issue.

• Take part in roadmap trade-offs with a clear mandate: defend the commitments made to customers, without promising what the product will not do.

• Close the loop: when a feature a customer asked for is delivered, you are the one who shows it to them and checks that it is adopted.

What we expect from you at 6 months

• You are the identified and recognised contact of our deployed large-account customers; the founders are no longer on the front line for day-to-day follow-up.

• Every account has an up-to-date account plan: health, usage, risks, next contractual milestones, actions in progress.

• Customer rituals are in place and held: steering committees, quarterly value reviews, a regular check-in with the founders.

• The process for passing customer feedback to the product is formalised and used by the engineering team.

• You have produced at least one reusable playbook (onboarding, training or value review) that serves the next deployment.

What we expect from you at 12 months

• Adoption and account health measured and steered account by account, with objectives shared with the founders, and the first contractual milestones prepared ahead of time.

• Customer references ready to speak up (customer case, talk at an event, reference call for a prospect).

• Structured customer success methods and tooling (playbooks, rituals, indicators) that scale as the customer portfolio grows and as we move to indirect sales through our partners.

What we offer you

• A role of trust, with real decision-making latitude on the accounts in your charge, and a scope that will grow with you.

• Direct mentoring from the founders on large-account relationships, cyber-GRC and running a software company.

• A technical team of about a dozen people and a product already deployed at our first large-account customers.

• An environment where AI tooling is taken seriously (Claude, Linear, Notion, HubSpot, N8N) and where you can automate anything that should be automated.

• A supportive team that values autonomy, initiative and a diversity of backgrounds.

You are the right person if:

• You have 4 to 7 years of experience in cyber GRC: in a consulting firm, in the cyber or compliance team of a large account, or at a GRC vendor in delivery or customer success. GRC is your original craft, not a culture picked up along the way.

• You have done the work yourself: run risk analyses (EBIOS RM or equivalent), led or contributed to ISO 27001, NIS2 or DORA compliance, structured a third-party assessment programme, prepared an audit. You know what these subjects really cost a team, and therefore what Mindlapse saves it.

• You talk as an equal with a CISO or a compliance officer: you understand their constraints, their regulatory calendar, their trade-offs, and you can challenge a request without losing their trust.

• You have already carried a large-account customer relationship over time, with its committees, its trade-offs and its tense moments.

• You are comfortable with customers: running a workshop, reporting to an executive committee, saying no properly, and rephrasing a business need without distorting it.

• You are rigorous on delivery: you know what a milestone met, a clean acceptance and a qualified defect look like, and you do not let a subject drift for lack of follow-up.

• You think product: you can tell a need from a feature, prioritise, and explain to an engineer why a request matters.

• You are comfortable with the tools we use every day (Notion, Linear, HubSpot) and with AI as a working tool: you already use it to prepare, analyse, write, automate.

• You share the GRC Engineering view: you find it absurd to produce screenshots as evidence when the system can be queried continuously, and you want to help our customers make the shift.

If you are looking for a generalist CSM role with a portfolio of 40 accounts and a script, this is not the place. If you want to put your GRC experience to work on a handful of deep large-account relationships, in direct contact with the founders, and lay the foundations of customer success at a growing software company, we will get along.

Hiring process: three steps by video

1. First interview with Julien (COO) on delivery, customer relationships and account management.

2. Interview with Hervé (CEO) to go through your background, your view of the role and your motivations, then a conversation with our CPTO on the link with the product.

3. Interview with Christophe (CPTO) around a case: the read-out of a customer situation (an account in difficulty, a deployment drifting, product feedback to arbitrate). We look at how you structure, how you prioritise, and how you hold a position in front of a demanding customer.