Customer Success Manager SMB (CDI - EN/FR)

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

• 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 🧗.

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 💙.

1. Online qualification interview with Lio (Executive Assistant - 30min)

2. Online interview with Carolina (CS Team Lead - 45 min)

3. Case-study (60-90 min)

4. Online interview with Charles (CEO & co-founder - 30 min)

5. Recommendation phase (async)

6. Final in-person interview with the Ops team (90 min)

7. Offer (15 min)

👉 To apply: Simply submit your resume (or LinkedIn link).