As they grow, they are looking for a Customer Success Lead to strengthen their operations, drive customer value, and build a high-performing CS team.

🛠️ Key Responsibilities

As a Customer Success Lead, you will own the post-onboarding customer experience, from adoption to retention and expansion.

This is a hands-on leadership role, combining:

• execution & strategic account management

• team performance

• operational structuring for scalable operations

Your goal is to maximize NRR, reduce churn, and scale Customer Success operations.

What you’ll be responsible for

💼 40% – Managing strategic accounts (hands-on)

• Own a portfolio of key strategic customers (KAM/CSM role)

• Monitor account health (usage, adoption, renewals, upsell opportunities)

• Lead complex situations and escalations

• Drive customer value and long-term retention

👥 40% – Leading and coaching the CS team

• Manage, coach, and develop a team of CSMs

• Set clear objectives and track team performance

• Run regular rituals (1:1s, reviews, team syncs)

• Support CSMs on complex accounts and strategic deals

• Foster a strong customer-centric and performance-driven culture

⚙️ 20% – Structuring and scaling CS operations

• Build and improve Customer Success processes (playbooks, QBRs, churn prevention)

• Optimize tools and workflows (CRM, support, analytics)

• Drive operational excellence and scalability

• Contribute to cross-team initiatives (Product, Sales, Marketing)

You’ll be a great fit if you are:

• 5+ years in Customer Success / Account Management (B2B SaaS)

• Proven experience managing a CS team (5+ people)

• Strong ownership of CS KPIs (NRR, churn, adoption…)

• Operational excellence and ability to structure processes

• Strong business mindset (impact-driven, results-oriented)

• French & English fluent

• Other languages are a plus

Nice to Have

• Experience in a fast-growing SaaS environment

• Analytical / data-driven mindset

• Experience with tools, integrations, or APIs

• TravelTech industry knowledge

Perks & Benefits

• Salary package of €60–75K.

• Annual bonus of 1% of total revenue redistributed.

• A key role with direct impact on growth and retention

• Real opportunities to grow (Head of CS, Ops, COO, etc.)

• A profitable, fast-growing startup (+80–100% y/y), self-funded (bootstrapped).