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
• 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
• 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
• Create and maintain high-quality content (Help Center, tutorials, guides)
• Ensure customers can learn and succeed autonomously
• 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
• Fluent in English and French (written and spoken)
• Additional languages are a plus
• 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

• 8 to 10 days of additional leave (RTT).
• 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.

Recruitment

• Online qualification interview with Lio (Executive Assistant - 30min)
• Online interview with Charles (CEO & co-founder - 45 min)
• Case-study (60-90 min)
• Recommendation phase (async)
• Final in-person interview with the Ops team (90 min)
• Offer (15 min)