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Head of CSM

Ringover
Montrouge (92)

Soumettre votre candidature

Détails de l'emploi

Il y a 12 jours

Qualifications

Français
Espagnol
Anglais
Zendesk
Gestion d'équipe
Certification Scrum Master
HubSpot
SaaS

Description complète du poste

Reporting to the CCO (chief customer officer), you lead the CSM team for our Strategic Accounts: our largest and most complex portfolio. Same NRR mandate as the other segments, a different game entirely. Here you sit across from Directors and C-level, and a single account decision moves the numbers.

The goal: build a team that holds its own at that level and turns account strategy into real expansion.

Your missions

Manage, coach and upskill an international team of 12 CSM across France, Spain, the UK with the support of one team lead reporting to you
Drive NRR on the strategic portfolio: retention, churn reduction, upsell and expansion opportunity detection.
Raise the team's account strategy game: account mapping, stakeholder mapping, , driving ROI and creating account plans and QBRs worthy of a Director-level audience.
Be the senior voice in the room. Step in with your CSMs on key accounts and complex conversations, and make sure the team knows how to hold that level of dialogue.
Own escalations and act as the voice of the customer internally: complex client situations, at-risk accounts, cross-team resolution.
Nurture high-potential GEM accounts and turn them into references.
Build the performance culture: KPIs (retention, churn, upsell, CSAT), forecast reviews, individual action plans and development plans.
Sharpen the team's commercial reflexes: co-selling with Sales, objection handling, negotiation.
Recruit, onboard and structure the team as the segment grows (including open Senior CSM roles).
Work closely with Sales, Support, Product and the other CSM segments.

This role is for you if...

You have at least 3 years of team management experience, ideally including managing a Team Lead or a multi-site team.
You come from Customer Success, Account Management or Sales, with solid SaaS experience on large or strategic accounts.
You're credible in front of Directors and C-level: you've owned complex accounts yourself and you know what good account strategy looks like.
You have a track record on NRR, expansion and churn reduction, and you can show how you got there.
You're comfortable leading a team spread across several countries and cultures.
You know Hubspot; Salesforce and Zendesk are a plus.
You're at ease with data and a growth-oriented approach.
AI applied to Customer Success is a real plus for you.
You're fluent in French and English; Spanish is a bonus.
On the mindset side: senior presence, resilient, highly structured, calm under escalation, unifying yet demanding.

This role is not for you if...

You want to keep a portfolio of your own and stay hands-on day to day. This role is about coaching, strategy and escalation, not running the accounts yourself.
You see Customer Success as a support function rather than a growth one.
You're not comfortable challenging, coaching and growing an already experienced and senior team.
Facing Directors, pushing back and holding commercial conversations isn't your comfort zone.
A distributed, multi-country, fast-moving environment drains you rather than energises you.

Why this role is exciting

You take the reins of Ringover's most strategic portfolio, with an experienced team already in place and an international scope from day one. The accounts are there, the talent is there: it's up to you to build the enterprise Customer Success playbook, unlock expansion where it counts, and leave your mark on how Ringover serves its biggest clients.

Joining Ringover also means enjoying benefits designed so you can work in the best possible conditions:

️ Your health is our priority

Premium health insurance covered 100%
Moka.care: coaches and psychologists available in full confidentiality
ClassPass: hundreds of classes and gyms funded by Ringover

Well set up, wherever you are

Remote work + monthly allowance and home-office budget (chair + screen) so you're just as comfortable at home as at the office

We make your commute easier

Sustainable mobility package up to €700/year — Navigo pass reimbursed at 50% or fuel allowance depending on your mode of transport

️ Everyday life at the office

Meal vouchers + on-site company restaurant

‍‍ Your family matters too

5 fully paid "Sick Child" days per year up to age 12

You grow, we support you

Ringover Academy + internal AI training to keep growing with us

For us, compensation is not a taboo subject! We'll talk about it very early on . We'll offer you the fairest package based on your experience.

Soumettre votre candidature

Affinez votre recherche

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Je souhaite recevoir la dernière alerte Emploi pour les postes de ce type : psychologist (paris, a8)

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