Head of CSM - Hospitality Tech (M/F/NB)

⚡ Who We Are

Have you ever booked a hotel online? Then you’ve probably used D-EDGE without knowing it.

Mission 🚀: Every day, we help more than 17,000 hotels worldwide to develop their online visibility and sales through leading-edge cloud-based e-commerce solutions.As a subsidiary of the Accor group, D-EDGE simplifies the life of independent hotels and hotel chains alike.

Figures 📊 : D-EDGE Is the European No1 and World No3 hotel distribution technology provider in hospitality. With a team of more than 500 experts located in over 20 countries, D-EDGE provides localized support, services, and tools. With its global network of 500+ partners, D-EDGE’s ever-expanding ecosystem is a positive place to do business and grow.

Culture 😍: At D-EDGE we are driven by these 4 key values:

• We care about people #PEOPLE FIRST
• We dare to share #OPEN COMMUNICATION
• We embrace change #ADAPTABILITY
• We go the extra mile #GO BEYOND
  
  

Explore our Culture Book today and see if D-EDGE is the right fit for your career aspirations! D-EDGE is an equal-opportunity employer. We welcome all qualified candidates regardless of race, ethnicity, religion, gender, sexual orientation, age, disability, or any other legally protected status.

🧑‍🤝‍🧑about The Team

The Head of Customer Success Management is responsible for building, leading, and scaling the Customer Success Management (CSM) role and team. You will manage a team of ~12 Customer Success Managers, including Key / Strategic Account CSMs and a CSM Team Lead

🎯 Missions

Your mission is to design and operationalize a scalable CSM operating model that drives customer retention, product adoption, satisfaction (NPS / CSAT), and long-term value, starting in France and expandable across EMEA. You act as the bridge between strategy and execution, translating the VP Customer Success vision into concrete processes, rituals, KPIs, and day-to-day excellence.

⭐YOUR PROFIL :

• CSM Operating Model & Strategy
• Design and implement the end-to-end CSM operating model (roles, segmentation, processes, engagement models) for both: Strategic / Key Accounts and Scaled CSM coverage for mid-market & smaller clients
• Define customer segmentation, portfolio allocation rules, and engagement levels for each account tier
• Build a model that is replicable and scalable beyond France (processes, tooling, KPIs, playbooks).
• Team Leadership & Development
• Lead, manage, and develop a team of ~12 CSMs, including: key / Strategic Account CSMs, a CSM Team Lead
• Coach and mentor CSMs on: Strategic account management, Value-based conversations, Product adoption & business impact storytelling
• Performance, KPIs & Rituals
• Define, track, and continuously improve CSM KPIs, including but not limited to: NPS, CSAT, Retention / churn & downsell, Product adoption & time-to-value indicators
• Establish clear CSM rituals: Portfolio reviews, Risk & opportunity reviews, Customer health monitoring
• Retention, Adoption & Customer Outcomes
• Drive initiatives to improve: retention and loyalty, Product adoption across the D-EDGE suite, Customer satisfaction (NPS / CSAT)
• Ensure CSMs proactively identify risks, pain points, and opportunities, and implement preventive or corrective action plans.
• Support the identification of upsell / cross-sell opportunities in collaboration with Sales (without direct closing responsibility).
• Process, Tools & Operational Excellence
• Define and operationalize CSM processes across the customer lifecycle: Onboarding handover, Adoption & value realization, Business reviews, Risk management & renewals
• Ensure optimal use of tools (CRM, CS platforms, reporting) to support scalability and visibility.
• Contribute to cross-functional process alignment with Sales, Support, Product, and Implementation teams.
• 8+ years of experience in Customer Success, Account Management, or Consulting in a SaaS environment
• Proven experience managing and scaling CSM teams, including senior / strategic account profiles
• Strong exposure to complex, multi-stakeholder, enterprise or key accounts
• Experience building or transforming operating models in a scaling organization
• Hospitality / travel tech experience is a strong plus
  
  

Hard Skills

• Strong understanding of Customer Success metrics (NPS, CSAT, retention, adoption)
• Ability to design scalable processes and operating models
• Data-driven mindset with strong analytical and reporting capabilities
• Fluent in English; French required, other European languages are a plus
  
  

Soft Skills

• Strong leadership and coaching capabilities
• Strategic thinker with a hands-on, execution-oriented mindset
• Excellent communication and stakeholder management skills
• Comfortable operating in a fast-paced, evolving, international environment
• Customer-first mindset with high standards for operational excellence
  
  

💜 WHY YOU WILL LOVE US

By Joining Us, You’ll Find More Than Just a Job — You'll Discover a Stimulating Environment, a Committed Team, And a Culture Driven By Innovation

🤝 A caring and inclusive culture : respect, transparency, and autonomy every day.

🚀 A strong product vision powered by dedicated R&D.

🌱 A real commitment to responsibility

🌐 An international work environment : 45 nationalities, offices in 20+ countries.

📈 Genuine growth opportunities : Internal mobility, ongoing training, and tailored career paths.

Explore our Culture Book today and see if D-EDGE is the right fit for your career aspirations!

D-EDGE is an equal-opportunity employer. We welcome all qualified candidates regardless of race, ethnicity, religion, gender, sexual orientation, age, disability, or any other legally protected status.