Digital Customer Success Manager (CDI - EN/FR)

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

Avantages offerts par ce poste

Alan health insurance

Swile meal vouchers

50% Navigo

Résumé du poste

A fast-growing travel technology startup in Paris seeks a Digital Customer Success Manager to design and scale customer success programs. The role involves driving customer engagement through segmented campaigns and using data to enhance KPIs. Candidates should have 2-5 years of Customer Success experience in a B2B SaaS or startup environment, alongside fluency in English and French. Competitive package includes €40-50K salary, additional leave, and health benefits.

Qualifications

• 2–5 years of experience in Customer Success or similar roles.
• Experience in B2B SaaS or startup environment.
• Strong ability to design scalable processes and programs.

Responsabilités

• Design & scale customer success programs and automated journeys.
• Drive engagement through segmented communication campaigns.
• Use data to monitor and improve key KPIs.

Connaissances

Customer Success

Data analysis

B2B SaaS experience

CRM tools (HubSpot)

Automation & AI tools

Customer communication

Outils

Intercom

Notion

No-code tools

Description du poste

Overview

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.

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.
• 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).

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 €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.

Perks

• 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 💙.