Team Lead CSM (Customer Success Manager) h/f/x

The Mission

The Team Lead CSM at Malou isn’t just a manager; you are a strategic architect of growth. You will lead, coach, and scale a team of 6 Customer Success Managers dedicated to transforming the digital presence of restaurant owners. Your goal is to move beyond simple retention by instilling a culture of upsell/expansion and leveraging AI to make our operations the most efficient in the FoodTech industry.

Key Responsibilities

Team Leadership & Coaching

• Manage, mentor, and inspire a team of 6 CSMs, conducting weekly 1:1s and performance reviews.
• Define clear OKRs and KPIs (Churn rate, NRR, NPS, Upsell targets).
• Foster a high-performance culture focused on customer centricity and proactive problem‑solving.

Growth & Revenue Strategy (Retention/Upsell/Expansion)

• Act as a “Closer” & “Defender” for the CSM team: identify expansion opportunities within existing portfolios (Independent, Groups, and Chains) and spearhead “save” strategies for high‑risk accounts to secure the portfolio.
• Design and implement playbooks for retention, upselling and cross‑selling to maximize Net Revenue Retention (NRR).
• Build and nurture a high‑level network within the restaurant and hospitality ecosystem.

Process Optimization & AI Integration

• Audit existing CSM workflows to identify bottlenecks.
• Implement AI‑driven tools and automation to optimize client monitoring, reporting, and communication.
• Scale onboarding and support processes to handle Malou’s hyper‑growth without compromising quality.

Strategic Product Advocacy

• Serve as the bridge between the field and the Product/Tech teams.
• Translate customer feedback and market trends into actionable product features.
• Act as an internal and external expert on the MalouApp ecosystem.

Ideal Candidate Profile

• Experience: 5 to 7 years in Customer Success within a B2B SaaS environment.
• Leadership: At least 2 years of proven experience managing a team of CSMs.
• Sales DNA: A natural hunter‑farmer mindset, comfortable talking numbers, negotiating contracts, and driving expansion revenue.
• AI Savvy: A “Power User” of AI tools (ChatGPT, Claude, automation tools) and passionate about how AI can transform the CSM function.
• Soft Skills: Exceptional communication and networking skills, able to converse with independent chefs or C‑level executives of global restaurant groups.
• Languages: Bilingual in French and English.

The Malou Extras

• Deep love for the restaurant industry; knows what makes a restaurant thrive.
• Networker: An existing network or a natural ability to build one quickly in the food/tech space.
• Entrepreneurial Spirit: Thrives in a fast‑paced startup environment where building is expected, not just following.