Customer Success Manager — First CSM at Ed.ai
Description
is the AI pedagogical assistant transforming teachers’ daily work — grading, student tracking, remediation, and personalized support. We serve secondary and higher education institutions in France, and are scaling in the United States, with pioneering schools, regional education authorities, and local governments running large-scale pilots.
We’re hiring our first CSM to structure customer experience, drive adoption, and grow our partner institutions over time. You’ll be the post-signature reference point for teachers and institutions, owning everything from a Pylon ticket to the strategic stewardship of a top account.
What makes this role unique: co-building your AI teammate
Teachers can talk to Ed directly inside the product. About 30% of those conversations are support — how-to questions, status updates, best practices. You won’t carry support alone: Ed is your teammate, and part of your job is to train it. Every recurring question becomes an opportunity to make Ed sharper and more pedagogical, multiplying your impact across every user in France and the US. With Product, you’ll build a human + AI duo still rare in customer service.
User support (FR & US) — 35%
Run support for teachers and institutions in France and the US through Pylon, in both languages:
Triage, resolve, and follow up on tickets, adapting tone per market (institutional/pedagogical in FR, customer-service-oriented in US).
Identify, qualify, and escalate product friction to engineering, distinguishing signals per market.
Build and maintain a scalable bilingual support setup: FAQ, tutorials, one-pagers, templates, macros, automations.
Grow Ed, your AI teammate
Analyze the questions Ed handles in-product and spot what it answers poorly.
Work with Product to improve Ed’s responses: knowledge base, prompts, reference scenarios.
Measure self-resolution and progressively expand Ed’s scope.
Customer Success & account management — 55%
Drive adoption, detect risks, and grow institutions over time:
Build trusted relationships with school leadership, edtech leads, and teaching teams.
Onboard new institutions and teachers; run training sessions remotely and on-site (school visits).
Manage top accounts: monitor usage, run regular check-ins (solo or with Sales), share concrete recommendations.
Manage pilots with regional education authorities and local governments alongside Alison: track engagement, flag disengagement, re-engage, and channel field feedback to Product and Sales.
Seasonal commercial contribution — 10%
The education calendar is highly seasonal. You’ll occasionally enrich and qualify inbound leads, prepare or co-run demos, and represent at industry events (Educatec-Educatice, regional academic events).
€45K – €60K salary, based on our public compensation grid (scope + seniority). No negotiation theater — everyone sees the same grid.
Stock options (BSPCE) — you're joining as an early team member
Paris office, 4 days in-office / 1 day remote
Budget for AI tools — we want you armed with the best stack
Budget for books, newsletters, and events that sharpen your craft
Real say in what becomes
Must have
3–5 years in Customer Success, Support, or Account Management in a SaaS environment.
Excellent French and English writing.
Autonomy, rigor, service mindset, ability to prioritize under pressure.
Comfort with Pylon, CRM, Notion, Slack, and basic data literacy to read usage indicators.
Genuine appetite for field work: school visits, teacher training, industry events.
Strong curiosity for generative AI — eager to understand how Ed works and to help shape it (no technical background required).
Nice to have
EdTech experience or familiarity with the education ecosystem (Éducation nationale, regional authorities, local governments).
Early-stage or scale-up experience where you’ve built a function from scratch.
Teaching or training background.
Exposure to the US market.
Interview with Alison Chopard, Head of Sales France and your future manager.
Business case
Interview with the CEO — vision and cultural fit.