Customer Success & Operations Manager (e-learning)

Customer Success & Operations Manager (EdTech)

Company: Didask

About The Role:
As part of the development of our Customer Success team, we are looking for an experienced Customer Success & Operations Manager to help structure, optimize, and streamline our customer engagement processes for SMB clients (~1M d’ARR). This role is key in ensuring operational excellence, enhancing customer experience at scale, and contributing to our overall retention strategy.

This position blends problem-solving, process improvement, and customer engagement. You will design and implement scalable solutions while staying customer-centric, ensuring SMB clients successfully leverage Didask’s platform.

Your Key Responsibilities:

• Develop and refine scalable customer engagement strategies to improve retention and satisfaction.
• Own and implement smart process improvements using Skalin, Intercom, and other relevant tools to enhance efficiency.
• Monitor and track key customer engagement indicators on Skalin and Hubspot (Product Usage, Health Score, CSAT, NPS) and create reports.
• Work with the CSMs, Care, and Product teams to develop a 100% digital support experience for SMB clients.
• Create structured playbooks and workflows that make it easier for customers to succeed independently.
• Manage a portfolio of SMB clients and drive customer retention through proactive engagement.
• Provide strategic guidance to clients on how to effectively use Didask to build impactful e-learning programs.
• Regularly analyze customer engagement data (ROI, completion rates, satisfaction scores) and identify opportunities for improvement.
• Create engaging written content (newsletter, emailing).
• Share customer success stories internally with Marketing (case studies, webinars, testimonials) to reinforce our brand and product value.
• Identify and standardize recurring actions within the Customer Success team and Care team to drive efficiency.
• Serve as the owner of Skalin (CSP platform), ensuring continuous content improvement.
• Work closely with the Data team to generate insights and create meaningful reports that guide decision-making.
• Collect and share customer feedback to support product roadmap decisions.

Your Profile:

Must-Have Skills & Experience:

• 3+ years of experience in Customer Success, Process Optimization, or Marketing/Growth roles in a SaaS or e-learning environment.
• Demonstrated ability to manage the onboarding process for a large volume of clients (between 100 and 300 clients).
• Interest in understanding customer behaviors and identifying patterns to enhance their experience.
• Experience in streamlining processes and making work easier through smart tools and automation.
• Autonomous and proactive, with a strong sense of initiative and a love for teamwork and challenges.
• Excellent communication and relationship-building skills.
• Ability to manage multiple projects simultaneously and prioritize effectively.
• A strong problem-solving mindset, eager to improve workflows and create impactful solutions.
• Fluent in French, proficient in English.
• Interest in technology, SaaS B2B, and AI, and ability to quickly learn and adapt to a fast-evolving tech environment.

Nice-to-Have:

• Basic SQL knowledge to support data-informed decision-making.
• Familiarity with customer journey mapping and engagement strategies.
• Previous experience leading customer training or educational workshops.

Compensation & Benefits:

• Contract type: Permanent (CDI)
• Estimated Base Salary: depending on your experience €44k-55k
• BSPCE (stock options)
• 100% health insurance coverage (for employees & children)
• Meal card (Swile): €11.96 per day
• Transportation pass: 50% covered
• Remote work allowance for optimal working conditions
• Access corporate discounts on various stores and entertainment, along with an annual stipend for cultural activities and purchases.

Work Organization:

• Office location: Paris / Bagnolet, an 8-minute walk from Gallieni station (Metro line 3)
• Remote work: full remote possible (tax residence in France)
• Monthly meeting at Maison Didask (Paris)
• Annual seminar in attractive locations.

Recruitment Process:

• A video call to get to know each other
• A business case to understand your approach to client interactions
• A second interview to discuss your business case and administrative details
• Job offer

Availability: As soon as possible

Unless specified otherwise, all positions are fully remote, provided you work in a timezone close to Paris and have suitable working conditions (including Internet connection). Please note that we can currently only hire French tax residents.