Academy Manager (m/f/d)

The Customer Academy Manager is responsible for designing, delivering, and scaling educational strategy centered on the company’s end-to-end solution offering.

The ultimate goal is to drive overall solution adoption, maximize user self-sufficiency, and accelerate time-to-value. By designing innovative and certification-based learning paths, the Customer Academy Manager also acts as a strategic lever to foster cross-sell opportunities and proactively feed customer insights back to the CX teams

What You’ll Do

• Learning Design & Academy Management:

  • Manage and continuously evolve the training academy platform (LMS / video platform/ interactive tutorials) and create tailored learning paths based on user levels and use cases.
  • Develop, deploy, and monitor customer certification programs to validate user expertise and value.

• Documentation & Knowledge Management:

  • Own, structure, and manage all user-facing training documentation (user guides, step-by-step tutorials, onboarding materials) carefully and consistently.
  • Incorporate product updates and platform evolutions continuously into all training materials.

• Training delivery and live animation:

  • Design and deliver strategic training sessions (onboarding, advanced, and expert-level) for the home solutions with a focus on strategic clients.
  • Organize and host live user events such as webinars, interactive workshops, and Q&A sessions (on-site or remote).
  • Adapt delivery and speech to support the French market primarily, and other markets in English when needed.

• Business Impact & Cross-functional Collaboration:

  • Adapt training content and paths to different user profiles (marketing, CRM, technical, business) to drive product adoption, cross-sell and expand platform footprint.

  • Deploy customer satisfaction mechanics (NPS, post-training feedback) and maintain tracking dashboards to measure training effectiveness.

  • Work closely with Product (roadmap), Customer Support (recurring pain points), and CS/Sales teams to share weak signals and maximize customer experience.- Experience and Education:

  • Background: 3+ years of experience in Customer Success, Product Training, L&D (Learning & Development), or Account Management within a SaaS B2B environment. Proven experience in creating digital educational content (videos, guides) is required.

  • Education: Master’s degree or any academic background in CRM/Tech with job requirement to vulgarize or simplify knowledge before transfer.

• Hard Skills:

  • Expertise in translating complex SaaS workflows and multi-product ecosystems into structured, outcome-driven learning paths.
  • Proficiency in managing video creation and digital learning platforms.
  • Ability to quickly master technical SaaS solutions (e.g., Email Builders, CRM tools).
  • Ability to set up and analyze adoption dashboards, NPS, CSAT, and learning KPIs.
  • Full professional proficiency in French and English (written and spoken).

• Soft Skills:

  • Excellent communication skills, charisma, and ability to animate large groups or high-level stakeholders (posture of a facilitator).
  • Active listening, patience, and natural ability to simplify technical topics for non-technical users as well and to proactively feed customer insights back to the CX teams.
  • Ability to build strong relationships and work smoothly with Product, Support, and Sales teams.
  • Strong time-management skills to balance content creation, live sessions, and continuous platform updates.

Why Join JustRelate?

• Work on challenging digital transformation projects for leading European organizations.
• Join an experienced international team with offices in France, Germany, and Poland.
• Flexible remote and hybrid working options.
• Continuous learning, professional development, and language courses.
• Modern equipment and collaborative working culture.
• International events and team activities.
• Performance-based annual bonus.
• The opportunity to shape one of Europe’s leading AI-powered Customer Engagement Platforms.1. Interview with HR (remote).

2. Interview with Hiring Manager (remote)
3. Interview in the office (Paris or Lille).