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Team Lead - Customer Success Manager (M/F/NB)

D-EDGE
1 day ago
Full-time
On-site
Paris, Ile-de-France, France
Customer Success Manager

⚡ ABOUT D-EDGE

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

🚀 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.

📊 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.

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

🎯 THE POSITION

As a Customer Success Manager Team Lead, you will play a dual role:

  • Lead and develop a team of Customer Success Managers (CSMs) to ensure excellence in client delivery, adoption, and retention across their portfolios.

  • Manage a small portfolio of key clients yourself, acting as a strategic advisor and trusted partner.

Your mission is to protect and grow client retention across your portfolio and your team's, while keeping client satisfaction (CSAT) at the centre of every decision. You'll drive consistent retention methodology, share best practices on managing at-risk accounts, and act as a key link between the Customer Success team and the broader D-EDGE organisation (AM, Product, Tech, etc.).

You'll contribute directly to maximising client lifetime value, reducing churn, and ensuring the voice of the client is heard across the company.

🚀 MAIN MISSIONS

Non exhaustive, subject to evolution based on business priorities and portfolio

Leadership & Team Management

  • Lead, coach, and develop a team of CSMs to achieve adoption, retention and client satisfaction.

  • Define and monitor key team KPIs (adoption, Csat, churn, etc.).

  • Provide guidance on client strategy, prioritisation, and escalation management.

  • Conduct regular 1:1s and team meetings to foster knowledge sharing, skill development, and engagement.

  • Ensure consistent application of Customer Success processes, tools, and best practices across the team.

  • Collaborate closely with the Head of Customer Success to refine strategy, define team goals, and optimise capacity and resource allocation.

  • Act as a point of escalation for critical clients and risks.

Client Portfolio Management

  • Manage a limited number of key clients directly, focusing on strategic, high-value, or complex accounts.

  • Serve as the trusted advisor for these clients, ensuring product adoption, satisfaction, and retention.

  • Lead business reviews, strategy sessions, and roadmap discussions.

  • Anticipate challenges, mitigate risks, and develop proactive action plans to ensure long-term success.

Product Adoption & Value Delivery

  • Support your team in driving adoption across the D-EDGE suite (GDS, Booking Engine, CRS, D-EDGE Pay, etc.).

  • Promote a consultative, data-driven approach to help clients optimise their distribution and revenue performance.

  • Identify and communicate client needs or product gaps to internal stakeholders (Product