Senior CSM - Implementation & Onboarding Lead

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 We believe identity should be in your control — not locked behind outdated systems or centralized gatekeepers.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

️ Fast Facts

$6.5M+ raised from top global investors

2.6M+ downloads of our sd-jwt-js library

10+ nationalities across 3 hubs

82 eID research projects completed

3 projects accepted into the OpenWallet Foundation

Benefits & Culture

Unlimited PTO

Remote-friendly work model

Real ownership from Day 1

High-impact, global product

Multicultural, respectful team

Interview Process

Recruiter Intro Call (30 min) – Get to know Hopae

Functional or Technical Interview (45 min) – Dive into your skills

Culture Fit Conversation (45 min) – Collaboration & alignment

Offer

Note: The process may vary slightly depending on the role.