Customer Success Manager SMB

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