Team Lead CSM - H/F - Traveltech

The Company

The company is helping travel agencies selling tailor-made trips with a software that simplifies and automates travel planning, budgeting, document and supplier management.

The Role

As they grow, they are looking for a Customer Success Lead to strengthen their operations, drive customer value, and build a high-performing CS team.

Key Responsibilities

As a Customer Success Lead, you will own the post-onboarding customer experience, from adoption to retention and expansion. This is a hands-on leadership role, combining execution & strategic account management, team performance, and operational structuring for scalable operations. Your goal is to maximize NRR, reduce churn, and scale Customer Success operations.

• Own a portfolio of key strategic customers (KAM/CSM role)
• Monitor account health (usage, adoption, renewals, upsell opportunities)
• Lead complex situations and escalations
• Drive customer value and long-term retention

Responsibilities by focus

• 40% – Managing strategic accounts (hands-on)
  • Own a portfolio of key strategic customers (KAM/CSM role)
  • Monitor account health (usage, adoption, renewals, upsell opportunities)
  • Lead complex situations and escalations
  • Drive customer value and long-term retention
• 40% – Leading and coaching the CS team
  • Manage, coach, and develop a team of CSMs
  • Set clear objectives and track team performance
  • Run regular rituals (1:1s, reviews, team syncs)
  • Support CSMs on complex accounts and strategic deals
  • Foster a strong customer-centric and performance-driven culture
• 20% – Structuring and scaling CS operations
  • Build and improve Customer Success processes (playbooks, QBRs, churn prevention)
  • Optimize tools and workflows (CRM, support, analytics)
  • Drive operational excellence and scalability
  • Contribute to cross-team initiatives (Product, Sales, Marketing)

The Profile

You’ll Be a Great Fit If You Are

• 5+ years in Customer Success / Account Management (B2B SaaS)
• Proven experience managing a CS team (5+ people)
• Strong ownership of CS KPIs (NRR, churn, adoption…)
• Operational excellence and ability to structure processes
• Strong business mindset (impact-driven, results-oriented)
• French & English fluent
• Other languages are a plus

Nice to Have

• Experience in a fast-growing SaaS environment
• Analytical / data-driven mindset
• Experience with tools, integrations, or APIs
• TravelTech industry knowledge

Perks & Benefits

• Salary package of €60–75K.
• Annual bonus of 1% of total revenue redistributed.
• A key role with direct impact on growth and retention
• Real opportunities to grow (Head of CS, Ops, COO, etc.)
• A profitable, fast-growing startup (+80–100% y/y), self-funded (bootstrapped).