Customer Success Operations Manager

ABOUT DEDALE:

Dedale is the differentiating source of strategic intelligence in the technology space.

With a unique team of over 100 full-time research analysts & planners, Dedale leverages a network of over 10 000 market professionals to deliver on the ground strategic intelligence to investors and corporates, with a core focus around North America and Europe. 

Our team gathers top talents with diverse and international backgrounds. Our Research & Investment team has the strongest expertise in the ecosystem on B2B Software due diligence, and we are surrounded by a network of mentors including high-profile tech founders and investors.

OUR CULTURE:

Dedale gathers a group of highly talented international individuals (incl. US, Chinese, Filipino, French, Moroccan, Latvian, Lebanese nationalities among others).

The leadership team is composed of experienced investment professionals & management consultants (ex-McKinsey, BCG consultants & managers).

Our advisory board is extremely high profile, including some of the most successful investors worldwide (incl. Managing Partners of the largest PE and Growth Equity funds, and Tech unicorn entrepreneurs).

We seek to develop a dream team of outstanding investment analysts with strong academic and professional achievements and a passion for investing and technology.

YOUR OPPORTUNITY:

Our Strategic Client Partner team plays a pivotal role in ensuring customer retention and driving expansion, contributing significantly to the success of our clients globally.

In this role, you will serve as the operational backbone of Dedale's Strategic Client Partner function by building the processes, playbooks, and automation that enable our team to manage a growing portfolio of 55+ accounts on our Saas Platform.

You will be responsible for designing and executing scalable onboarding workflows, maintaining portfolio health dashboards, detecting weak signals in client engagement, and operating automated nurturing sequences across the full customer life-cycle.

You will further collaborate with Strategic Client Partners and senior leadership on renewal preparation, account planning support, and cross-functional coordination.

YOUR ROLE:

• Onboarding process execution: manage logistics, prerequisites (IT setup, user lists, compliance follow-up), and setup workflows fed by Sales and tailored to customer specificities (e.g., quarterly origination, primer production)

• Portfolio health reporting: build and maintain dashboards tracking consumption KPIs, servicing NPS, and renewal timelines

• Weak signal detection: monitor usage and engagement patterns, escalate risks to Strategic Client Partners or leadership with recommended actions

• Nurturing infrastructure: design and operate automated engagement sequences — content pushes, usage-based triggers, re-engagement workflows

• Leadership & Strategic Client Partner support: prepare renewal decks, track action items, coordinate cross-functional delivery, and maintain account plans

YOUR PROFILE:

The ideal candidate will possess the following qualifications:

• 2+ years in Customer Success Operations, CS Ops, Rev Ops, or Sales Ops within a B2B SaaS environment

• Demonstrated experience building processes or playbooks from scratch (not just executing existing ones)

• Hands-on proficiency with building systems including workflow automation, not just data entry

• Dashboard/reporting experience with tools like Airtable

• Skilled at building rapport, cultivating trust, and maintaining strong relationships with diverse client bases.

• Demonstrated success in consistently achieving or surpassing performance objectives.

• Adept at leveraging data analysis to identify opportunities and forecast growth trends effectively.

• Fluent English

• Exposure to consulting, professional services, or intelligence/research firms is a plus

Cherry on the Cake!

• You would like to work in a start-up environment.

• You are passionate about technology and investing.

RECRUITMENT PROCESS:

• HR Introduction call

• Interview with our AVP, Head of Development and Investor Relations, Sales Director

• 1 Case Study

• Pre-final Interview with 2 members of the leadership team

• Final interview with our CEO

This position is based in Paris.