Head of CSM

Role Overview

We are looking for a Head of Customer Success Digital Services Partnerships to coordinate structure and support the Customer Success activity across our partner activity (distribution and technical integration)

Youll be in charge to drive CSM activities across different countries to ensure the onboarding and follow-up of our partners.

Key Responsibilities

1 Coordination & Structuring

• Coordinate Customer Success activities across Premium and VAS portfolios.
• Ensure smooth handover from Sales to CSM teams.
• Support onboarding planning and monitor project timelines.
• Identify operational bottlenecks and help resolve them.
• Harmonize working methods across regions.

2 Onboarding & Launch Oversight

• Monitor onboarding pipelines and time-to-launch.
• Support CSMs in managing complex launches.
• Ensure required documentation and processes are followed.
• Work closely with Tech PM Product and Sales teams to facilitate delivery.

3 Performance Follow-up

• Consolidate performance data from CSM teams.
• Support tracking of key metrics (launch timelines revenue ramp-up partner activity).
• Help structure regular internal reviews.
• Assist in identifying optimization opportunities.

4 Cross-Functional Collaboration

• Act as a coordination point between:
  • CSM teams
  • Sales
  • Operational Committee
  • Product & Tech teams
• Facilitate communication and alignment across stakeholders.

5 Continuous Improvement

• Contribute to improving Customer Success processes.
• Propose practical enhancements to workflows and reporting.
• Support the progressive structuring of the CSM function.

Qualifications :

Profile & Requirements

Experience

• 58 years of experience in Customer Success Account Management or Digital Services operations.
• Experience in telecom digital services OTT or payment environments is a plus.
• Comfortable working in cross-functional and international environments.

Skills

• Strong coordination and organizational skills.
• Ability to manage multiple stakeholders.
• Structured and analytical mindset.
• Comfortable working in a dynamic and evolving environment.
• Hands-on approach and operational mindset.

Languages

• Fluent English (written and spoken) is mandatory.
• Spanish is highly appreciated.
• Additional languages are a plus.

Additional Information :

Rémunération : entre 50 000 et 60 000 selon profil.

Avantages entreprise : abonnement transports (50%) carte tickets restaurant (950 / jour dont 60% pris en charge par lentreprise) Mutuelle Participation CSE : Remboursement abonnement sportif chèques vacances billetterie (ticket cinéma cheque culture) Mobilité Interne. 

Remote Work :

No

Employment Type :

Full-time