Head of CSM

Head of Customer Success – Digital Services Partnerships

Coordinate, structure and support Customer Success activity across partner distribution and technical integration, driving CSM activities across different countries to ensure onboarding and follow‑up of our partners.

Key Responsibilities

• Coordinate Customer Success activities across Premium and VAS portfolios.
• Ensure smooth handover from Sales to CSM teams.
• Support onboarding planning and monitor project timelines.
• Identify operational bottlenecks and help resolve them.
• Harmonize working methods across regions.
• Monitor onboarding pipelines and time‑to‑launch.
• Support CSMs in managing complex launches.
• Ensure required documentation and processes are followed.
• Work closely with Tech PM, Product and Sales teams to facilitate delivery.
• Consolidate performance data from CSM teams.
• Support tracking of key metrics (launch timelines, revenue ramp‑up, partner activity).
• Help structure regular internal reviews.
• Assist in identifying optimization opportunities.
• Act as a coordination point between CSM teams, Sales, Operational Committee and Product & Tech teams.
• Facilitate communication and alignment across stakeholders.
• Contribute to improving Customer Success processes.
• Propose practical enhancements to workflows and reporting.
• Support the progressive structuring of the CSM function.

Qualifications

Experience

• 5–8 years of experience in Customer Success, Account Management, or Digital Services operations.
• Experience in telecom, digital services, OTT or payment environments is a plus.
• Comfortable working in cross‑functional and international environments.

Skills

• Strong coordination and organizational skills.
• Ability to manage multiple stakeholders.
• Structured and analytical mindset.
• Comfortable working in a dynamic and evolving environment.
• Hands‑on approach and operational mindset.

Languages

• Fluent English (written and spoken) is mandatory.
• Spanish is highly appreciated.
• Additional languages are a plus.

Compensation & Benefits

Rémunération: entre 50 000 € et 60 000 € selon profil.

Avantages: abonnement transports (50 %), carte tickets restaurant (9 € 50 / jour dont 60 % pris en charge par l'entreprise), Mutuelle, Participation, CSE: remboursement abonnement sportif, chèques vacances, billetterie (ticket cinéma, chèque culture…), mobilité interne.

Diversity & Inclusion

Chez Digital Virgo, la diversité est notre force. Rejoignez une équipe inclusive où chacun a sa place.

Employer Commitment

Digital Virgo est aussi un employeur engagé Pro Vélo .