Customer Success Operations Manager

Dedale Intelligence SAS

Job Overview

Location

Paris

Job Type

Full-time

Full Job Description

📋 Description

• As the Customer Success Operations Manager at Dedale Intelligence SAS, you will serve as the operational backbone of the Strategic Client Partner function, enabling the team to effectively manage a growing portfolio of 55+ enterprise accounts on the company’s SaaS platform by designing scalable processes, automation, and reporting systems that directly impact customer retention and expansion.
• Your role is critical to ensuring seamless customer experiences from onboarding through renewal, as you build the infrastructure that allows Strategic Client Partners to focus on relationship-building and value delivery while you handle the operational execution that drives portfolio health and predictable revenue outcomes.
• You will manage end-to-end onboarding execution, including coordinating IT setup, user provisioning, compliance checks, and tailoring workflows based on customer-specific needs such as quarterly origination cycles and primer production, ensuring a smooth and personalized start for every new client.
• You will build and maintain dynamic portfolio health dashboards using tools like Airtable to track key consumption metrics, Net Promoter Score (NPS), renewal timelines, and usage trends, providing real-time visibility into account performance and enabling proactive intervention.
• You will monitor engagement and usage patterns to detect weak signals — such as declining product adoption or delayed responses — escalate risks to Strategic Client Partners or leadership with data-backed recommendations, and initiate timely re-engagement workflows to prevent churn.
• You will design and operate automated nurturing sequences, including content pushes, usage-based triggers, and re-engagement campaigns, leveraging automation to scale personalized touchpoints across the customer lifecycle without increasing manual effort.
• You will support Strategic Client Partners and senior leadership by preparing renewal decks, tracking action items, coordinating cross-functional delivery between product, sales, and support teams, and maintaining up-to-date account plans to ensure alignment and readiness for renewal conversations.
• You will collaborate closely with a high-caliber, internationally diverse team of over 100 research analysts and planners, working within a culture shaped by ex-McKinsey and BCG consultants and advised by top-tier global investors and tech unicorn founders, giving you exposure to elite strategic thinking in the B2B software and intelligence space.
• In this role, you will develop deep expertise in SaaS customer success operations, process design, workflow automation, and data-driven account management — skills that are highly transferable and in high demand across scaling tech companies, positioning you for rapid career growth in operations, revenue enablement, or customer strategy.
• You will gain hands-on experience building systems from scratch — not just maintaining them — allowing you to architect scalable operations that support hypergrowth, while working in a mission-driven environment where your contributions directly impact the success of sophisticated institutional investors and corporates relying on Dedale’s strategic intelligence.

🎯 Requirements

• 2+ years of experience in Customer Success Operations, CS Ops, Rev Ops, or Sales Ops within a B2B SaaS environment
• Demonstrated experience building processes, playbooks, or workflows from scratch — not merely executing existing ones
• Hands-on proficiency with workflow automation tools and systems (e.g., Zapier, Make.com, Airtable automations, or similar), beyond basic data entry or reporting
• Proven ability to build and maintain dashboards and reports using tools like Airtable, with strong skills in tracking KPIs, consumption metrics, and renewal health
• Fluent English (written and spoken) — essential for collaboration with international clients and teams
• Strong interpersonal skills: demonstrated ability to build rapport, cultivate trust, and maintain effective relationships with diverse, global client bases

🏖️ Benefits

• Opportunity to work in a fast-paced, innovative startup environment with significant autonomy and impact from day one
• Exposure to a world-class advisory board and leadership team comprising ex-McKinsey/BCG consultants, top-tier PE/VC managing partners, and tech unicorn entrepreneurs
• Professional growth in a high-impact role where you design systems that directly influence customer retention, expansion, and revenue predictability for a global client base
• Collaborative, internationally diverse team culture with colleagues from the US, China, Philippines, France, Morocco, Latvia, Lebanon, and beyond
• Mission-driven work at the intersection of technology, investing, and strategic intelligence — ideal for those passionate about both domains
• Clear path to leadership and increased responsibility as Dedale scales its SaaS platform and Strategic Client Partner function globally

Skills & Technologies

Onsite

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Dedale Intelligence SAS

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About Dedale Intelligence SAS

Dedale Intelligence SAS is a French company specializing in cybersecurity and artificial intelligence. They offer advanced solutions for threat intelligence, risk assessment, and data analysis. Their services are designed to help organizations understand and mitigate complex security challenges by leveraging AI-powered tools and expert knowledge. Dedale Intelligence focuses on providing actionable insights to protect critical assets and improve decision-making in the face of evolving cyber threats. Their team comprises experts in cybersecurity, data science, and artificial intelligence, enabling them to deliver cutting-edge solutions tailored to the specific needs of their clients across various industries.

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