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

Overview

⚡ Who We Are: Have you ever booked a hotel online? Then you’ve probably used D-EDGE without knowing it.

As a subsidiary of the Accor group, D-EDGE helps more than 17,000 hotels worldwide to develop their online visibility and sales through leading-edge cloud-based e-commerce solutions.

Missions

Your mission is to design and operationalize a scalable CSM operating model that drives customer retention, product adoption, satisfaction (NPS / CSAT), and long-term value, starting in France and expandable across EMEA. You act as the bridge between strategy and execution, translating the VP Customer Success vision into concrete processes, rituals, KPIs, and day-to-day excellence.

Responsibilities

• Build, lead, and scale the Customer Success Management (CSM) team (approx. 12 CSMs, including Key/Strategic Account CSMs and a CSM Team Lead).
• Define and operationalize 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.
• Develop a scalable model beyond France (processes, tooling, KPIs, playbooks).
• Establish CSM rituals and governance: portfolio reviews, risk/opportunity reviews, and customer health monitoring.
• Drive initiatives to improve retention, loyalty, product adoption, and customer outcomes across the D-EDGE suite.
• Proactively identify risks, pain points, and opportunities and implement preventive or corrective actions; collaborate with Sales on upsell/cross-sell opportunities (without direct closing responsibility).
• Define and operate CSM processes across the customer lifecycle: onboarding handover, adoption/value realization, business reviews, risk management, and renewals.
• Ensure optimal use of tools (CRM, CS platforms, reporting) to support scalability and visibility.
• Collaborate with Sales, Support, Product, and Implementation teams to align cross-functionally.

Qualifications

• 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 experience with complex, multi-stakeholder, enterprise or key accounts.
• Experience building or transforming operating models in scaling organizations.
• 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 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, international environment with a customer-first mindset and high standards for operational excellence.

Why You Will Love Us

Joining us offers more than a job — a stimulating environment, a committed team, and a culture driven by innovation.

• A caring and inclusive culture with respect, transparency, and autonomy.
• A strong product vision powered by dedicated R&D.
• A real commitment to responsibility and an international work environment (45 nationalities, 20+ countries).
• Genuine growth opportunities: internal mobility, ongoing training, and tailored career paths.

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.