About Sidetrade

Sidetrade is an AI company, listed on Euronext Growth, on a mission to revolutionize the way enterprises unlock value from their customers leveraging its Order-to-Cash Intelligence platform and its Data Lake.

We’re proud of our 38 nationalities and these diverse perspectives drive our innovation, one team culture and a customer-first mindset. Sudetrade is positioned as a Gartner® Magic Quadrant™ Leader since 2022.

We value passion over perfection. So, if you’re eager to learn and bring great energy, we want to hear from you. Be you. Grow with us. 

Curious about Sidetrade? Catch the Sidetrade Inside Out podcast. 

Sidetrade Academy exists today as a first version, not yet as a fully formed function with a dedicated lead, a team or a formalised scope. Relaunching it is one of the two operational foundations that let us scale Customer Success from low touch to high touch: automated QBRs at scale on one side, and a comprehensive online training, certification and in-app help system on the other. This role owns the second. It is one of our priority hires for 2026, and it comes with a clear first-year mandate. You will not do this alone: you build the team, and you have direct backing from the Chief Customer Experience Officer, the CHRO, the CPO and the CTO.

Requirements

As Sidetrade Academy Lead, you build and lead the team that relaunches Sidetrade Academy as the scalable enablement engine behind our shift from low touch to high touch Customer Success. Two capabilities sit at the centre of your mandate: a comprehensive online training and certification system across every product, and in-app help embedded directly in the product, so customers, partners and our own people reach competence and ROI through self-service rather than one-to-one hand-holding. Alongside automated QBRs at scale, this is what lets us serve every customer well without adding headcount, and concentrate human CS time where it changes outcomes. You run the Academy as a platform augmented by Sidetrade IQ, orchestrate the content lifecycle across Product, R&D, Customer Experience and every other consuming department, and enable Product AVPs and R&D VPs to own the content of their domain end to end. You report to our Chief Customer Experience Officer.

What you will be doing:

• Relaunch and lead Sidetrade Academy. Build and manage the team (content producers, instructional design, LXP and in-app specialists) and the operating model that takes the Academy from a first version to a fully-fledged function serving internal, partner and customer audiences at volume.
• Build the customer training and certification system. Structured, role-based learning paths and certifications across every product, in multiple languages, that let customers and their teams reach competence and measurable ROI without one-to-one support.
• Stand up in-app help and digital adoption. Deploy contextual in-product guidance (walkthroughs, tooltips, self-service help) so users get answers inside the product, deflect support tickets and adopt faster.
• Make self-service the engine of high touch CS. Design the enablement layer that lets CS graduate customers from low touch to high touch, freeing CSM capacity for outcomes, expansion and at-risk accounts. Work hand in hand with the CS teams and with the automated-QBR capability so training, in-app help and QBRs form one coherent customer enablement system.
• Industrialise the six-stage content lifecycle from intake to measurement. Run four of the six stages: intake, packaging, distribution, measurement.
• Enable Product AVPs and R&D VPs on Sidetrade IQ and content methods, so they own their domain content end-to-end.
• Run the Academy platform and tooling. Select and look after the LXP and the in-app help tool, build reusable content templates and automation so every contributor produces to the same standard, and rationalise the tools we already use rather than adding more.
• Run the operational cadence of the Content Board and the intake forum, chaired at C-level by the CHRO.
• Measure and iterate on the indicator families: time to enable, adoption, satisfaction, freshness, ticket deflection from in-app help, plus a metric co-designed with Sales (contribution of the free baseline to paid CS attach and to high touch graduation).
• Contribute to Sidetrade's AI-native transition programme in partnership with the AI Transformation team.

What you will need to be successful:

• Five to eight years of experience in enablement, learning and development, content operations or product management, ideally in an international B2B SaaS company.
• Track record building or scaling a learning content ecosystem, from LXP tracks and video to in-app help, webinars, playbooks and certification programmes.
• Experience building and leading a small team, and orchestrating contributors you do not directly manage across Product, R&D and CX.
• Hands-on experience with digital adoption and in-app guidance platforms (WalkMe, Pendo, Whatfix or similar).
• Fluency and enthusiasm with modern AI intelligence platforms. You have already automated your own work with them and are eager to shape Sidetrade IQ.
• Strong stakeholder management across Product, Engineering, Sales and Customer Success. Comfort operating in a role with regular C-level visibility.
• Analytical, well organised, and able to manage several priorities at once.
• Excellent written and spoken English and French.
• Familiarity with modern LXP platforms is a plus.

Benefits

• Hybrid work model – a flexible mix of in-office and remote days 
• Great culture – active Social Club organizing regular team events and activities
• Health & wellness – medical coverage, life insurance, and other wellness programs 
• Time off – competitive paid holidays plus public holidays 
• Career growth & compensation – competitive salary, equal opportunities, Edenred card, learning & mentorship programs, and advancement support 

Because when you thrive, we all succeed! 

We’re committed to providing a welcoming and inclusive experience for every candidate If you need any accommodation during the hiring process, just let us know. 

Agencies 

We only accept applications from invited agencies via our Workable portal. Unsolicited CVs sent to managers or HR won’t be subject to fees.