Customer Incident Manager - SaaS

This role is based in Paris

AI-driven International team | Hybrid working | Learning & career growth

Build what's next with us

efficy Group is the European home for Tribe, Apsis, and efficy CRM. For years, our brands have earned trust across European markets by building systems that are sovereign, compliant, and now AI-native. Today, we're bringing that story together under one roof, as your European partner for AI-powered CRM.

We help organisations navigate the agentic era of customer intelligence, automating smarter decisions, building stronger relationships, and growing sustainably over time. Over 300,000 users across 63 countries rely on us to grow smarter, move faster, and build lasting business relationships.

Job Overview

We're looking for a technically sharp Customer Incident Manager to join our Customer Operations team at efficy CRM. You'll be the person our clients call when something goes wrong, working directly with CTOs, IT architects, and dev teams to resolve incidents fast and communicate clearly. This is a hands-on role where technical credibility matters as much as composure under pressure.

What's in it for you?

️ Direct exposure to complex SaaS environments and enterprise IT stakeholders

️ A team that invests in upskilling and growing from within

️ Career growth opportunities and internal mobility

️ Modern offices across Europe

️ Work in a genuinely AI-driven environment

️ Team events & people experience program

️ Hybrid working policy

What you'll be doing

• Own incident management from detection to resolution, keeping clients informed throughout

• Act as the main point of contact for CTOs, IT teams, and technical stakeholders during live issues

• Hold your ground in technical conversations with developers and architects

• Track and follow up on tickets with rigour, making sure nothing falls through the cracks

• Handle difficult client situations with composure and clear communication

• Coordinate cross-functional responses when incidents have broader impact

• Spot patterns in recurring issues and flag them for structural fixes

Who you are

• Background in technical support or incident management in a B2B SaaS or enterprise software environment

• Familiar with both SaaS and on-premise environments

• Client engagement is where you thrive, you're the person customers trust when things go wrong

• Comfortable leading technical conversations with IT stakeholders: CTOs, architects, and developers, credible enough to hold your ground with all of them

• Resilient under pressure, a frustrated client doesn't throw you off

• Rigorous with ticket and project follow-up, nothing gets lost on your watch

• Native level of French

• Full professional fluency in English

Ready to succeed and make an impact with us? Apply today, we can't wait to meet you! Please submit your application in English.

efficy Group is a people-first employer, committed to providing equal opportunities for all candidates. We take pride in the diversity of our team and welcome you exactly as you are. This includes your gender identity, sexual orientation, religion, ethnicity, age, or disability status.

Disclaimer

efficy Group does not accept unsolicited assistance from search firms for this employment opportunity. Please refrain from making phone calls or sending emails. All résumés submitted by search firms to any efficy Group employee without a valid written search agreement will be considered the sole property of efficy Group. No fees will be paid if a candidate is hired as a result of an unsolicited referral.