Team Lead CSM

Ringover ES; Montrouge; Sur place; EUR 90 000 - 130 000; Plein temps

Avantages offerts par ce poste

Health insurance

Moka.care coaching

ClassPass gym access

Remote work allowance

Home-office budget

Mobility package

Meal vouchers

Sick child days

Ringover Academy

Résumé du poste

Ringover ES is seeking a Head of Customer Success to lead the Silver segment, guiding 8 senior CSMs from a support posture to a growth-focused, value-driven model.

You will coach the team, drive Net Revenue Retention through retention and upsell, and partner with Sales, Support and Product to build a data-driven culture while delivering exceptional customer outcomes. This role also supports remote work with a comprehensive benefits package and ongoing AI training.

Qualifications

• At least 3 years of team management experience.
• SaaS background with leadership in CSM or sales.
• Fluent in French and English; Spanish a bonus.
• Proficient in Hubspot; Salesforce or Zendesk a plus.

Responsabilités

• Lead and coach a team of 8 experienced CSMs.
• Drive retention, churn reduction, upsell and growth (NRR).
• Ensure smooth handover from Account Managers after year one.
• Track performance and implement improvement plans.
• Collaborate with Sales, Support and Product teams.

Connaissances

Team management

SaaS experience

Data-driven

Coaching

Bilingual: French & English

Outils

Hubspot

Salesforce

Zendesk

Description du poste

Reporting to the Head of Customer, you lead the CSM team for the Silver segment at a pivotal moment: the team is shifting from a support posture to a success one, focused on value and growth. Your mission: coach your CSMs, turn a currently flat NRR into a real growth engine, and build a more data-driven culture. We're looking for a structured, unifying manager who gets the best from the team while helping it grow.

Your missions

• Manage, coach and upskill a team of 8 experienced CSMs
• Support the team to get a success mindset
• Drive portfolio growth: retention, churn reduction, upsell and opportunity detection (NRR).
• Upskill the team on conversion and objection handling.
• Handle operational escalations and secure key accounts.
• Track team performance (retention, churn, upsell, CSAT) and put the relevant action plans in place.
• Ensure the handover of accounts from Account Managers to CSMs after the first year.
• Lead team projects focused on quality, growth and data leverage.
• Work closely with the Sales, Support and Product teams.

This role is for you if...

• You have at least 3 years of team management experience
• You come from a Team Lead Sales, Account Manager or Customer Success background, with solid SaaS experience.
• You know Hubspot (must-have); Salesforce and Zendesk are a plus.
• You're comfortable 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: resilient, a team player, positive and energetic, highly structured, unifying yet demanding.

This role is not for you if...

• You prefer a static environment where nothing changes.
• You're not comfortable challenging, coaching and growing an already experienced team.
• Growth, data and opportunity detection are not your playing field.

Why this role is exciting

You take the reins of a strong team at a key moment in its transformation. The portfolio is there, the talent is there: it's up to you to take the team to the next level, unlock growth and leave your mark on the Ringover customer experience.

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.