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)

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

🔹 Key Responsibilities

1️⃣ 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.

2️⃣ 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.

3️⃣ 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.

4️⃣ Cross-Functional Collaboration

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

5️⃣ Continuous Improvement

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