Customer Success Manager SMB (CDI - EN/FR)

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

Avantages offerts par ce poste

Salary package €40-50K

RTT days (8-10)

Health insurance (Alan)

Meal vouchers (Swile)

Navigo 50%

Annual revenue bonus 1% redistributed

Monthly team events

Paris 10th arrondissement office

Résumé du poste

Ezus in Paris is seeking a Digital Customer Success Manager to design and operate scalable CS programs across our portfolio. You will drive onboarding, activation, adoption, expansion, and retention without heavy 1:1 interaction, working with Product and Sales to remove friction and enable growth.

You will build automated customer journeys, manage lifecycle campaigns, and create playbooks to scale best practices. Fluent English and French are required to communicate with customers and teams.

Qualifications

• Experience in a B2B SaaS or startup environment.
• Ability to design scalable processes and programs.
• Experience with customer lifecycle: activation, adoption, retention, expansion.
• Strong data analysis and customer segmentation skills.
• Familiarity with automating customer communications at scale (emails, campaigns, webinars).

Responsabilités

• 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 through segmented communication campaigns.
• Animate webinars and educational content to drive product adoption.
• Identify key moments in the customer journey and trigger relevant actions.
• Collaborate with Product to improve user experience and with Sales to support expansion.

Connaissances

Customer Success

Growth

Operations

Data analysis

Segmentation

Automation & AI

No-code tools

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 environment
• Strong ability to design scalable processes and programs
• Experience working on customer lifecycle (activation, adoption, retention, expansion)
• Comfortable with data analysis and customer segmentation
• Ability to manage and improve KPIs (usage, churn, expansion)
• Comfortable with modern tools: CRM (HubSpot), Intercom, Notion, no-code tools
• Automation & 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 autonomously
• Structured, analytical, and pragmatic mindset
• Builder mentality: you like to create, test, iterate, and improve
• Customer-centric, with the ability to think beyond 1:1 interactions
• Adaptable and comfortable in a fast-paced startup environment

What you’ll find at Ezus

Benefits package

• Package €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.
• 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.