Customer Success Lead: Scale NRR & CS Operations

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