Academy Manager

The Customer Academy Manager is responsible for designing, delivering, and scaling educational strategy centered on the company’s end-to-end solution offering.He’ll be responsible for both live (VILT, workshops) and asynchronous training programs across all the group’s SaaS tools.

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

• 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.

• 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.

• 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.

Preferred 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.

  • Demonstrated expertise in Virtual Instructor-Led Training (VILT), interactive workshop facilitation, and live webinar delivery for group settings.

  • 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.

Recruitment process

1. Interview with HR (remote).

2. Interview with Hiring Manager (remote)

3. Interview in the office (Paris or Lille).