Team Lead, CSM — Growth & Data-Driven Coach

Ringover ES

Montrouge

On-site

EUR 90,000 - 130,000

Full time

14 days+

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Benefits offered by this job

Health insurance

Moka.care coaching

ClassPass gym access

Remote work allowance

Home-office budget

Mobility package

Meal vouchers

Sick child days

Ringover Academy

Job summary

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.

Responsibilities

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.

Skills

Team management

SaaS experience

Data-driven

Coaching

Bilingual: French & English

Tools

Hubspot

Salesforce

Zendesk

Job description

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