Digital Customer Success Manager (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

Preferred experience