Customer Success Manager SMB

Ezus; Paris; Sur place; EUR 40 000 - 50 000; Plein temps

Avantages offerts par ce poste

Health insurance

Meal vouchers

Public transport support

Annual revenue bonus

Team events

Résumé du poste

Ezus is building an operating system for travel agencies and seeks a Digital Customer Success Manager to design scalable CS programs from onboarding to expansion. You will craft automated journeys, lifecycle campaigns, and playbooks while collaborating with Product and Sales to improve the customer journey.

The role emphasizes data-driven decisions, segmentation, and KPI management, with a focus on onboarding, activation, adoption, and retention at scale.

Qualifications

• 2–5 years in CS/Growth/Operations managing 60–80 clients.
• Experience in a B2B SaaS or startup environment.
• Ability to design scalable processes and programs.
• Experience with customer lifecycle: activation, adoption, retention, expansion.
• Comfortable with data analysis and customer segmentation.
• Ability to manage and improve KPIs.
• Experience with customer communication at scale (emails, campaigns, webinars) is a strong plus.

Responsabilités

• Design & scale customer success programs and automated journeys.
• Create and manage customer lifecycle campaigns (emails, webinars, in-app, help center).
• Structure and document playbooks to scale best practices.
• Drive engagement at scale with segmented campaigns and webinars.
• Collaborate with Product to improve UX and with Sales for expansion.
• Build scalable resources like high-quality Help Center content.

Connaissances

Customer Success

B2B SaaS

Process design

Data analysis

Segmentation

KPI management

HubSpot

Intercom

Notion

No-code tools

Automation AI

Campaign design

Webinars

English/French

Outils

HubSpot

Intercom

Notion

No-code tools

Description du poste

At Ezus, we are building the operating system for travel agencies. As we scale, one of our key challenges is to engage, activate, and grow a large base of customers efficiently.

We are looking for a Digital Customer Success Manager to design and operate scalable customer success programs across our portfolio.

Your mission:

Build and run a scalable customer engagement machine, ensuring our customers succeed on Ezus, from onboarding to expansion, without relying on 1:1 interactions.

You will work at the intersection of Customer Success, Growth, and Operations, collaborating closely with Product and Sales.

Your responsibilities:

• Design & scale customer success programs

  Build and continuously improve automated customer journeys (onboarding, activation, adoption, expansion, retention)
  Create and manage customer lifecycle campaigns (emails, webinars, in-app, help center)
  Structure and document playbooks to scale best practices across the team

• Drive engagement at scale

  Design and execute segmented communication campaigns based on customer behavior and usage
  Animate webinars and educational content to drive product adoption
  Identify key moments in the customer journey and trigger relevant actions

• Use data to drive decisions

  Segment customers based on usage, maturity, and needs
  Monitor and improve key KPIs: activation, adoption, retention, expansion
  Define and leverage health scores / engagement signals to prioritize actions

• Collaborate cross-functionally

  Work with Product to identify friction points and improve user experience
  Partner with Sales to support expansion and upsell opportunities
  Contribute to building a scalable and efficient CS organization

• Build scalable resources

  Create and maintain high-quality content (Help Center, tutorials, guides)
  Ensure customers can learn and succeed autonomously

Core skills

2–5 years of experience in Customer Success, Growth, Operations, or similar roles (managing a portfolio of 60-80 clients minimum)Experience in a B2B SaaS or startup environmentStrong ability to design scalable processes and programsExperience working on customer lifecycle (activation, adoption, retention, expansion)Comfortable with data analysis and customer segmentationAbility to manage and improve KPIs (usage, churn, expansion)Comfortable with modern tools: CRM (HubSpot), Intercom, Notion, no-code toolsAutomation & AI-friendly mindset (ChatGPT, Claude, workflows, etc.)Experience with customer communication at scale (emails, campaigns, webinars) is a strong plus

Languages

Fluent in English and French (written and spoken)Additional languages are a plus

Soft skills

Strong ownership and ability to work autonomouslyStructured, analytical, and pragmatic mindset“Builder” mentality: you like to create, test, iterate, and improveCustomer-centric, with the ability to think beyond 1:1 interactionsAdaptable and comfortable in a fast-paced startup environment

What you’ll find at Ezus

BenefitsPackage

€40-50K.8 to 10 days of additional leave (RTT). Alan health insurance , Swile meal vouchers , 50% Navigo . Annual bonus of 1% of total revenue redistributed. Monthly team after-work events . And above all: A profitable, fast-growing startup (+80-100% y/y), self-funded (bootstrap). Central and friendly working environment in Poissonnière (Paris 10th arrondissement). Committed co-founders and an empowering entrepreneurial culture. An industry undergoing digital transformation with exciting challenges. A close-knit, passionate, and caring team .