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.

🎯 Your mission

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

💼 40% – Managing strategic accounts (hands-on)

• 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
✅ A best-in-class customer experience

🎯 Must-have

• 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)

⚖️ Nice-to-have

• Experience in a fast-growing SaaS environment

• Analytical / data-driven mindset

• Experience with tools, integrations, or APIs

• TravelTech industry knowledge

💬 Soft skills

• 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

🌍 Languages

• French & English fluent

• Other languages are a plus

🎁 What you’ll find at Ezus

• Salary package of €60–75K.

• 8 to 10 additional days off (RTT).

• Alan health insurance 💊, Swile meal vouchers 🍽️, 50% Navigo pass 🚋.

• Annual bonus of 1% of total revenue redistributed.

• Monthly team after-work gatherings 🧗.

And above all:

• A key role with direct impact on growth and retention

• Real opportunities to grow (Head of CS, Ops, COO, etc.)

• A profitable, fast-growing startup (+80–100% y/y), self-funded (bootstrapped).

• A central, friendly work environment in Poissonnière (Paris 10th arrondissement).

• Committed co-founders and an empowering entrepreneurial culture.

• An industry undergoing a digital transformation with exciting challenges.

• A close-knit, passionate, and caring team 💙.

1️⃣ Qualification call with Lio (Executive Assistant) – 30 mins

2️⃣ Meeting interview with Charles (CEO) – 45 mins

3️⃣ Practical exercise: Case Study – Async

4️⃣ Meeting interview on Case-Study (Head of Ops) – 45 mins

5️⃣ References: we’ll speak to 1–2 people of your choice

6️⃣ Final in-person meeting with the Ops team – 120 mins