🚀 Your mission
As a Customer Success Manager at Wooclap, you’ll support hundreds of clients in transforming their learning practices with our tools—driving adoption, satisfaction, retention, and helping clients grow by delivering additional value.

Managing a large portfolio, you’ll leverage automation, digital tools, and self-service resources to provide a seamless experience while maximizing client value and uncovering new business opportunities.

Passionate about improving customer success? This role is made for you!

💪 Your responsibilities

Drive Customer Success through Scalable Support (40%)

• Manage a broad portfolio of SMBs and higher education institutions using a primarily low-touch approach for efficient, impactful support—reserving high-touch engagement for moments when it truly adds extra value to clients.

• Design streamlined, self-serve onboarding experiences while staying alert to high-potential opportunities requiring closer follow-up.

• Build automated communication workflows tailored to user engagement levels, ensuring timely and relevant support.

• Monitor key usage and satisfaction metrics to proactively optimize customer experience, drive retention, and highlight risks.

Maximize Client’s Retention while unlocking Business Opportunities (30%)

• Leverage usage insights to support the renewal process and uncover upsell and cross-sell opportunities, focusing on the most promising accounts.

• Activate and nurture internal champions and advocates to extend reach and influence within client organizations and more.

Create Engaging Digital Content and Resources and be the voice of the clients (30%)

• Organize weekly webinars with power users and training sessions, and develop scalable digital resources like video tutorials, product walkthroughs, and playbooks tailored to specific customer personas and needs to help users deepen their knowledge and adopt best practices.

• Represent the voice of the customer across teams—collaborate with Product to prioritize impactful feature improvements, work with Marketing to tailor messaging and campaigns, partner with Tech to enhance user experience, and support Sales to align on client needs.

📦 Package

• 💶 Competitive compensation based on experience

• ⏳ Full-time contract

• 📍Location : Paris, in the vibrant co-working space of Schoolab, rue de Milan, in the 9th arrondissement.

• 🥪 Meals: 11€ of meals per day worked with the Swile card paid for 100% by Wooclap

• 🩺 Health: Health insurance 100% paid by Wooclap (Alan) and free access to Alan Mind (Mental Health service)

• 💻 Work equipment: Loan of a Macbook to work in the best conditions.

• 🚌 Transportation: Reimbursement of up to 50€ of the Navigo pass.

• 📱 Reimbursement of the cost of the mobile subscription up to 50 euros per month

• 🏄‍♀️ Paid-Time off: RTT

• 🌍  Flexible working policy

• 🏠  Home working fees

🥋 Preferred Experience

• Min 2 years of experience as Customer Success Manager in a Saas Environment

• You like to understand the challenges and issues of clients, and help them solve them.

• You are recognized for your listening and communication skills, both written and oral. You are able to build a strong bond with people.

• You have good analytical and synthesis skills. You know how to keep things simple.

• You are organised, rigorous and autonomous. You like to take initiatives and test new things while being focused on your priorities.

• You speak French and English fluently (we’re an English-first company)

• You have an entrepreneurial mindset with an internal drive to hit goals and deadlines. You are not afraid of a fast-paced and ever-changing environment.

• You’re a team player at heart

• You want to join an international team, where you will learn on a daily basis

• ☎️ 30’ Screening interview with Adeline, our Head of Customer Experience

• 📈 90’ Business Case with Adeline and a member of the CX French speaking markets team

• 🤝 30’ Panel interview with your future colleagues

• 🔊 30’ interview with Baudouin, our CEO

• 🎬 30’ Closing interview with our HR Team