Customer Success Lead: Scale NRR & CS Operations

Ezus; Paris; Sur place; EUR 60 000 - 75 000; Plein temps

Avantages offerts par ce poste

Salary package of €60–75K

8 to 10 additional days off (RTT)

Annual bonus of 1% of total revenue

Monthly team after-work gatherings

Résumé du poste

A burgeoning travel technology company in Paris is seeking a Customer Success Lead to enhance customer value and lead a high-performing team. The role focuses on ensuring a seamless post-onboarding experience, managing key accounts, and fostering a customer-centric culture. Candidates should have over 5 years in Customer Success, strong leadership skills, and a proven ability to drive retention and operational excellence. This position offers a competitive salary package and significant growth opportunities within a dynamic startup environment.

Qualifications

• 5+ years in Customer Success or Account Management.
• Proven experience managing a team of Customer Success Managers.
• Experience in fast-growing SaaS environments.

Responsabilités

• Own post-onboarding customer experience for retention and expansion.
• Lead and coach the Customer Success team.
• Build and improve Customer Success processes and tools.

Connaissances

B2B SaaS experience

Team management

Customer Success KPIs ownership

Analytical mindset

Problem-solving

Description du poste

At Ezus, our mission is to empower travel agencies to thrive in the digital era 🌍

As we grow, we are looking for a Customer Success Lead to strengthen our operations, drive customer value, and build a high-performing CS team.

As a Customer Success Lead, you will own the post-onboarding customer experience, from adoption to retention and expansion.

This is a hands-on leadership role, combining:

• execution & strategic account management
• team performance
• operational structuring for scalable operations

Your goal is to maximize NRR, reduce churn, and scale Customer Success operations.

What you’ll be responsible for

• Own a portfolio of key strategic customers (KAM/CSM role)
• Monitor account health (usage, adoption, renewals, upsell opportunities)
• Lead complex situations and escalations
• Drive customer value and long-term retention

👥 40% – Leading and coaching the CS team

• Manage, coach, and develop a team of CSMs
• Set clear objectives and track team performance
• Run regular rituals (1:1s, reviews, team syncs)
• Support CSMs on complex accounts and strategic deals
• Foster a strong customer-centric and performance-driven culture

⚙️ 20% – Structuring and scaling CS operations

• Build and improve Customer Success processes (playbooks, QBRs, churn prevention)
• Optimize tools and workflows (CRM, support, analytics)
• Drive operational excellence and scalability
• Contribute to cross-team initiatives (Product, Sales, Marketing)

What success could looked like after 12 months together?

✅ A high-performing, autonomous CS team

✅ Strong KPIs: NRR > 100%, controlled churn

✅ Structured and scalable CS processes

✅ Smooth collaboration with Product & Sales

• 5+ years in Customer Success / Account Management (B2B SaaS)
• Proven experience managing a CS team (5+ people)
• Strong ownership of CS KPIs (NRR, churn, adoption…)
• Operational excellence and ability to structure processes
• Strong business mindset (impact-driven, results-oriented)
• Experience in a fast-growing SaaS environment
• Analytical / data-driven mindset
• Experience with tools, integrations, or APIs
• TravelTech industry knowledge
• Strong leadership and coaching abilities
• Excellent communication (internal & client-facing)
• Problem-solving mindset
• Ability to prioritize in a fast-paced environment
• Autonomous, proactive, and impact-driven
• Other languages are a plus

🎁 What you’ll find at Ezus

• Salary package of €60–75K.
• 8 to 10 additional days off (RTT).
• Annual bonus of 1% of total revenue redistributed.
• Monthly team after-work gatherings 🧗.

And above all:

• A key role with direct impact on growth and retention
• Real opportunities to grow (Head of CS, Ops, COO, etc.)
• A profitable, fast-growing startup (+80–100% y/y), self-funded (bootstrapped).
• Committed co-founders and an empowering entrepreneurial culture.
• An industry undergoing a digital transformation with exciting challenges.
• A close-knit, passionate, and caring team 💙.

Recruitment process

1️⃣ Qualification call with Lio (Executive Assistant) – 30 mins

2️⃣ Meeting interview with Charles (CEO) – 45 mins

4️⃣ Meeting interview with Antoine on Case-Study (Head of Ops) – 45 mins

5️⃣ References: we’ll speak to 1–2 people of your choice

6️⃣ Final in-person meeting with the Ops team – 120 mins