🚀 The Mission

The Team Lead CSM at Malou isn’t just a manager; you are a strategic architect of growth. You will lead, coach, and scale a team of 6 Customer Success Managers dedicated to transforming the digital presence of restaurant owners. Your goal is to move beyond simple retention by instilling a culture of upsell/expansion and leveraging AI to make our operations the most efficient in the FoodTech industry.

🗝️ Key Responsibilities

1. Team Leadership & Coaching

• Manage, mentor, and inspire a team of 6 CSMs, conducting weekly 1:1s and performance reviews.

• Define clear OKRs and KPIs (Churn rate, NRR, NPS, Upsell targets).

• Foster a high-performance culture focused on customer centricity and proactive problem-solving.

2. Growth & Revenue Strategy (Retention/Upsell/Expansion)

• Act as a “Closer” & “Defender” for the CSM team: identify expansion opportunities within existing portfolios (Independent, Groups, and Chains) and spearhead “save” strategies for high-risk accounts to secure the portfolio

• Design accordingly and implement playbooks for retention, upselling and cross-selling to maximize Net Revenue Retention (NRR).

• Build and nurture a high-level network within the restaurant and hospitality ecosystem.

3. Process Optimization & AI Integration

• Audit existing CSM workflows to identify bottlenecks.

• Implement AI-driven tools and automation to optimize client monitoring, reporting, and communication.

• Scale our onboarding and support processes to handle Malou’s hyper-growth without compromising quality.

4. Strategic Product Advocacy

• Serve as the bridge between the field and the Product/Tech teams.

• Translate customer feedback and market trends into actionable product features.

• Act as an internal and external expert on the MalouApp ecosystem.

🎯 Ideal Candidate Profile (ICP)

• Experience: 5 to 7 years in Customer Success within a B2B SaaS environment.

• Leadership: At least 2 years of proven experience managing a team of CSMs.

• Sales DNA: You have a natural hunter-farmer mindset. You are comfortable talking numbers, negotiating contracts, and driving expansion revenue.

• AI Savvy: You are a “Power User” of AI tools (ChatGPT, Claude, automation tools) and are passionate about how AI can transform the CSM function.

• Soft Skills: Exceptional communication and networking skills. You can hold your own with an independent chef or a C-level executive of a global restaurant group.

• Languages: Bilingual in French and English.

🍽️ The Malou “Extras”

• The Foodie Factor: you have a deep love for the restaurant industry. You don’t just know SaaS; you know what makes a restaurant thrive.

• Networker: you have an existing network or a natural ability to build one quickly in the food/tech space.

• Entrepreneurial Spirit: you thrive in a fast-paced startup environment where you are expected to build, not just follow.

• A 1st call with Claire, Head of People,

• An interview with Mathieu, Head of Customer Success and Clémence, Team Lead CSM,

• A case study to do at home,

• An interview with Waad, CPO and cofounder of Malou and a member of the CSM team,

• Reference call.