The Head of Customer Success Management is responsible for building, leading, and scaling the Customer Success Management (CSM) role and team, managing approximately 12 CSMs
Job Summary
The Head of Customer Success Management is responsible for building, leading, and scaling the Customer Success Management (CSM) role and team, managing approximately 12 CSMs.
The mission is to design and operationalize a scalable CSM operating model that drives customer retention, product adoption, satisfaction, and long-term value, starting in France and expandable across EMEA.
The company offers a caring and inclusive culture, a strong product vision, a commitment to responsibility, an international work environment with 45 nationalities, and genuine growth opportunities.
Matching Summary
The Head of Customer Success Management is responsible for building, leading, and scaling the Customer Success Management (CSM) role and team, managing approximately 12 CSMs.
Skills & Requirements
Must-have
Customer Success operating model
CSM team leadership
Customer retention and adoption
SaaS customer success metrics
Scalable process design
Nice-to-have
Hospitality or travel tech experience
International work environment
Customer-first mindset
Strategic and execution-oriented
Key Requirements
8+ years in Customer Success, Account Management, or Consulting
Proven experience managing and scaling CSM teams
Strong exposure to complex, multi-stakeholder accounts
Experience building or transforming operating models