Head of CSM

Head of CSM Reporting to the CCO (chief customer officer), you lead the CSM team for our Strategic Accounts: our largest and most complex portfolio. Same NRR mandate as the other segments, a different game entirely. Here you sit across from Directors and C-level, and a single account decision moves the numbers. The goal: build a team that holds its own at that level and turns account strategy into real expansion. Your missions Manage, coach and upskill an international team of 12 CSM across France, Spain, the UK with the support of one team lead reporting to you Drive NRR on the strategic portfolio: retention, churn reduction, upsell and expansion opportunity detection. Raise the team's account strategy game: account mapping, stakeholder mapping, , driving ROI and creating account plans and QBRs worthy of a Director-level audience. Be the senior voice in the room. Step in with your CSMs on key accounts and complex conversations, and make sure the team knows how to hold that level of dialogue. Own escalations and act as the voice of the customer internally : complex client situations, at-risk accounts, cross-team resolution. Nurture high-potential GEM accounts and turn them into references. Build the performance culture: KPIs (retention, churn, upsell, CSAT), forecast reviews, individual action plans and development plans. Sharpen the team's commercial reflexes: co-selling with Sales, objection handling, negotiation. Recruit, onboard and structure the team as the segment grows (including open Senior CSM roles). Work closely with Sales, Support, Product and the other CSM segments. This role is for you if... You have at least 3 years of team management experience, ideally including managing a Team Lead or a multi-site team. You come from Customer Success, Account Management or Sales, with solid SaaS experience on large or strategic accounts. You're credible in front of Directors and C-level: you've owned complex accounts yourself and you know what good account strategy looks like. You have a track record on NRR, expansion and churn reduction, and you can show how you got there. You're comfortable leading a team spread across several countries and cultures. You know Hubspot; Salesforce and Zendesk are a plus. You're at ease 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: senior presence, resilient, highly structured, calm under escalation, unifying yet demanding. This role is not for you if... You want to keep a portfolio of your own and stay hands-on day to day. This role is about coaching, strategy and escalation, not running the accounts yourself. You see Customer Success as a support function rather than a growth one. You're not comfortable challenging, coaching and growing an already experienced and senior team. Facing Directors, pushing back and holding commercial conversations isn't your comfort zone. A distributed, multi-country, fast-moving environment drains you rather than energises you. Why this role is exciting You take the reins of Ringover's most strategic portfolio, with an experienced team already in place and an international scope from day one. The accounts are there, the talent is there: it's up to you to build the enterprise Customer Success playbook, unlock expansion where it counts, and leave your mark on how Ringover serves its biggest clients. 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. Department Care & Ops Locations Ringover France Remote status Hybrid Employment type Contract About Ringover Ringover Group is a SaaS software publisher and European telecom operator since 2005. Our vision: To revolutionize the business phone system and transform it into a modern and easy-to-use productivity tool. This idea is the foundation behind Ringover, a powerful 100% Cloud communication solution integrating telephony, video conferencing, instant chat and group messaging platform with a global presence. The key: end-to-end technological mastery, a simple and user-friendly interface that is fully integrated to other leading business tools, providing efficient performance insight thanks to statistics and supervision tools. Rapidly scaling in growth and adopted by over 10,000 businesses, Ringover has a mission to become THE leading European cloud telephony provider, primed for rapid international growth and we are proud to confirm that we are on track across our global markets. Outbound sales is a driver for any business and at Ringover, we have some ambitious targets to achieve in 2025 and beyond within the UK market. Working closely with the UK country manager, your mission, should you choose to accept it, will be to focus on expanding Ringover’s presence in the UK market by building a strong pipeline of qualified prospects, where Ringover adds value to their business.