Head of CSM - Hospitality Tech (M/F/NB)

Job Summary

The Head of Customer Success Management is responsible for building, leading, and scaling the Customer Success Management (CSM) role and team. You will manage a team of ~12 Customer Success Managers, including Key/Strategic Account CSMs and a CSM Team Lead.

Missions

1. CSM Operating Model & Strategy Design and implement the end-to-end CSM operating model (roles, segmentation, processes, engagement models) for Strategic / Key Accounts and Scaled CSM coverage for mid-market & smaller clients. Define customer segmentation, portfolio allocation rules, and engagement levels for each account tier. Build a model that is replicable and scalable beyond France (processes, tooling, KPIs, playbooks).
2. Team Leadership & Development Lead, manage, and develop a team of ~12 CSMs, including key / Strategic Account CSMs, a CSM Team Lead. Coach and mentor CSMs on: Strategic account management, Value-based conversations, Product adoption &business impact storytelling.
3. Performance, KPIs & Rituals Define, track, and continuously improve CSM KPIs, including but not limited to: NPS, CSAT, Retention / churn & downsell, Product adoption & time-to-value indicators. Establish clear CSM rituals: Portfolio reviews, Risk & opportunity reviews, Customer health monitoring.
4. Retention, Adoption & Customer Outcomes Drive initiatives to improve retention and loyalty, Product adoption across the D-EDGE suite, Customer satisfaction (NPS / CSAT). Ensure CSMs proactively identify risks, pain points, and opportunities, and implement preventive or corrective action plans. Support the identification of upsell / cross-sell opportunities in collaboration with Sales (without direct closing responsibility).
5. Process, Tools & Operational Excellence Define and operationalize CSM processes across the customer lifecycle: Onboarding handover, Adoption & value realization, Business reviews, Risk management & renewals. Ensure optimal use of tools (CRM, CS platforms, reporting) to support scalability and visibility. Contribute to cross-functional process alignment with Sales, Support, Product, and Implementation teams.

Qualifications

Your Profile

• 8+ years of experience in Customer Success, Account Management, or Consulting in a SaaS environment.
• Proven experience managing and scaling CSM teams, including senior / strategic account profiles.
• Strong exposure to complex, multi-stakeholder, enterprise or key accounts.
• Experience building or transforming operating models in a scaling organization.
• Hospitality / travel tech experience is a strong plus.

Hard Skills

• Strong understanding of Customer Success metrics (NPS, CSAT, retention, adoption).
• Ability to design scalable processes and operating models.
• Data-driven mindset with strong analytical and reporting capabilities.
• Fluent in English; French required, other European languages are a plus.

Soft Skills

• Strong leadership and coaching capabilities.
• Strategic thinker with a hands-on, execution-oriented mindset.
• Excellent communication and stakeholder management skills.
• Comfortable operating in a fast-paced, evolving, international environment.
• Customer-first mindset with high standards for operational excellence.

D-EDGE is an equal-opportunity employer. We welcome all qualified candidates regardless of race, ethnicity, religion, gender, sexual orientation, age, disability, or any other legally protected status.