Customer Success Manager at an EdTech SaaS company managing customer renewals and support. Collaborating with leadership to drive engagement and retention in New York.
About the role
- Customer Success Manager focusing on publisher relationships and operational excellence at Cafeyn. Collaborating on international catalog integration and process automation in the digital content space.
Responsibilities
- Act as the primary operational point of contact for publishers (France and international)
- Ensure regular follow-up: onboarding, distribution quality, incidents, product updates
- Anticipate and formalize publisher needs and propose concrete solutions
- Contribute to building a mature, long-term partnership focused on mutual value creation
- Work closely with the Lead Content Manager on managing the publisher portfolio
- Take ownership of operational topics to free up strategic time
- Contribute to content initiative prioritization and execution
- Proactively suggest continuous improvement initiatives for the team’s practices
- Map existing processes related to publishers and catalog management
- Implement automated processes (onboarding, reporting, quality monitoring, communication)
- Work with Product, Production, Tech, Business, and Data teams to improve reliability and scale workflows
- Document processes and contribute to building a strong operational culture
- Facilitate the integration of the international catalog into the Cafeyn ecosystem
- Coordinate exchanges between local and international teams
- Harmonize standards (quality, metadata, formats, processes)
- Ensure a consistent publisher and user experience at an international scale
- Operational support to the Content team on events or strategic projects
- Onboarding and monitoring of advertisers (brand content)
- Integration and follow-up of diversification projects (video & podcast)
Requirements
- Proven experience in Customer Success, partnerships, or operations, ideally in media, digital, or SaaS environments
- Strong ability to structure, prioritize, and automate
- Comfortable working in complex, multi-stakeholder, and international environments
- Excellent interpersonal skills with a strong sense of service and results
- Analytical, pragmatic, and solution-oriented mindset
- Professional English required
Benefits
- We provide a Swile card for your meal vouchers
- Sidecare health insurance
- A mobility package to reimburse your transport subscription.
- We have a partnership with Wellpass that gives you access to fitness classes and wellness activities for both exercise and relaxation as you want.
- You have an access to our mental health platform teale , where you can book appointments with your psychologist or monitor your mental health.
- We allow you to work remotely two days per week.
- We provide you with a VIP code for Cafeyn, giving you unlimited access to all content on our platform.
- We organize four office meet-ups per year. These occasions allow us to gather with our international offices, celebrate company updates, and spend quality time together.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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