Customer Success & Operations Manager (e-learning)

🇫🇷 La langue de travail à Didask est l'anglais et sa maîtrise est requise pour nous rejoindre. Néanmoins, nous publions l'intégralité de nos offres d'emploi en français et en anglais. Vous pouvez retrouver toutes nos offres d'emploi sur cette page, ainsi que plus d'informations sur Didask, notre culture et nos avantages.

🇬🇧🇺🇸 While English is our working language at Didask and proficiency is required to join us, we publish all our job openings in both English and French. You can find all our positions on this page, along with more information about Didask, our culture and benefits.

We strongly encourage applications from candidates of all backgrounds, including those who may not have deep technical expertise but are eager to learn and bring strong problem-solving, customer engagement, and organizational skills. If you are excited about this role but don’t meet 100% of the criteria, we encourage you to apply!

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.

Why Join Us?

• 🥰 Engage with 100s of professionals passionate about training and knowledge-sharing, supporting diverse organizations (L&D teams, training providers, consultants, startups, associations).

• 🚀 Shape our Customer Success strategy at a pivotal moment in our growth, contributing directly to Didask’s expansion.

• 🏡 Be at the heart of the company—working cross-functionally with Customer Success, Care, Product, Sales, while staying in close touch with customers.

Our Customer Success Team

Our team is structured into two key areas:

• Customer Success Management (CSM) : which this role is part of (4 people)

• Care : which consists of 3 dedicated team members.

Your Key Responsibilities

1. Customer Success Strategy & Process Optimization

• 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 and ensure good communication with Revenue team

• 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.

2. Customer Engagement & Success

• 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.

3. Process & Collaboration Enhancements

• 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.

Tools We Use:

• CSM Tools: Skalin, Intercom, Hubspot, Metabase

• Company Communication Tools: Slack, Notion

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.

✔️ Has already demonstrated the 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.

Package and Benefits

Compensation:

• Contract type: Permanent (CDI)

• Estimated Base Salary: depending on your experience €44k-55

• BSPCE (stock options)

• 100% health insurance coverage (for employees & children)

• Meal card (Swile): €11.96 per day

• Health insurance: 100% covered by Alan (for employees & children)

• Transportation pass: 50% covered

• Remote work allowance for optimal working conditions

• Culture & Lifestyle Benefits : 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

1. A video call to get to know each other

2. A business case to understand your approach to client interactions

3. A second interview to discuss your business case and administrative details

4. Job offer

Availability: As soon as possible

🇫🇷 Sauf mention contraire, toutes nos offres sont accessibles en télétravail complet à condition de travailler dans un fuseau horaire proche de celui de Paris et de disposer des bonnes conditions de travail (notamment connexion Internet). Attention, nous ne pouvons à l'heure actuelle embaucher que des résidents fiscaux français.

🇬🇧🇺🇸 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.