Senior CSM - Implementation & Onboarding Lead

RemoteCustomer Successposted 23d agoPrincipal

About the role

🌍 About Hopae

At Hopae , we're building the world's most trusted digital identity platform — private, secure, and built for real life. We believe identity should be in your control — not locked behind outdated systems or centralized gatekeepers.

Our product, Hopae Connect, lets businesses verify real people across borders through a single API — no need to build country-by-country integrations themselves. Our technology powers instant, privacy-first verification across fintech, credentials, supply chain, and gaming — for IDV providers, e-signature platforms, and enterprises who need identity to just work, everywhere.

Backed by top global investors, Hopae operates across Seoul, Paris, Luxembourg, and San Francisco , bringing together exceptional talent from over 10 nationalities. We move fast, think globally, and build products that define the future of identity.

💡 Why You’ll Love It Here

Global DNA: Work with exceptional peers across Seoul, Paris, and San Francisco
High Impact: Build technology shaping the global trust and identity landscape
Ownership Culture: No micromanagement — full trust, full accountability
Elite Standards: Work fast, learn fast, and grow with world-class peers
Inclusive & Respectful: 10+ nationalities, diverse perspectives, one vision
Growth Mindset: Access mentorship, leadership visibility, and continuous learning

🎯 What You Will Do

As a Senior CSM – Implementation & Onboarding Lead , you 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 define the processes the team inherits — with a clear path to team lead as we scale.

Own onboarding end-to-end — kickoff through go-live — driving alignment across Product, Engineering, Legal, and Sales
Be the primary client contact during implementation: route requests, hold SLAs, monitor health and NPS, and surface friction before it escalates
Build CS playbooks and deploy AI-powered automation (Zapier, Make, LLM workflows) to reduce time-to-value and scale without headcount
Work cross-functionally with Sales, Marketing, and Product — handoffs, case studies, and roadmap input

🧠 Who You Are

7+ years of experience, with at least 3 in Customer Success, Implementation, or Technical Onboarding in B2B SaaS
Proven managing complex, multi-stakeholder onboarding projects — you own timelines, surface blockers, and drive go-lives
Technical enough to hold your own with engineers and enterprise clients — API integrations, documentation, bridging both worlds
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, async-first, autonomous, and outcomes-driven
Background in identity, KYC, or regulated tech is a strong plus