🧭 Mission

As a Team Lead CSM, you’ll play a key role in driving customer satisfaction, retention, and growth. You’ll lead a team of Customer Success Managers, ensuring our clients achieve measurable outcomes through Napta while fostering a culture of excellence and collaboration within your team:

• customers get the maximum value from the product (adoption, usage, ROI),

• renewals and upsells are managed,

• support your team in developing their skills and recruit new talents

You will also be a driving force in the structuring of the CSM department: tools, processes, reporting, interactions with other teams.

🏗️ Main Responsibilities

1️⃣ Leadership & Team Management

• Guide, coach, and develop our team (4 CSM + 1 Care).

• Ensure performance within the team

• Assist with prioritization and operational management in a demanding client environment.

• Contribute to defining the target organization of your CSM department

2️⃣ Client Management & Business Performance

• Be the escalation point for strategic accounts

• Ensure satisfaction and retention (minimal churn, maximum adoption).

• Identify expansion / cross-sell / upsell opportunities with CSMs and Sales.

• Challenge the value delivered to clients (ROI, usage, impact indicators).

3️⃣ Structuring & Operational Efficiency

• Rethink client processes (usage tracking, escalations, renegotiation).

• Establish a reliable reading of client data (usage, ROI, health) in connection with the Product & Data teams.

• Propose tools / workflows / automations to make the team more efficient with our current stack.

4️⃣ Cross-Functional Collaboration

• Work closely with:

  • the Product team to relay usage feedback,

  • the Tech / Integration team on API and interface issues,

  • the Sales team for managing renewals and expansions.

• Contribute to aligning CSM objectives ↔ Sales ↔ Product around client value.

✅ Experience

• 4+ years of experience in Customer Success / Account Management in a B2B SaaS environment.

• 1–2+ years of experience managing or mentoring a team.

• Strong strategic mindset with hands-on operational execution.

• Excellent communication skills (English & French) - English mandatory for managing our international accounts

✅ Main Skills

• Natural leader who creates a positive team environment

• Goal-oriented and knows how to drive performance

• Data-driven: uses KPIs to manage individual performance and pipeline balance

• Ability to switch seamlessly between operational topics, business priorities, and team process design with a good understanding (or at least taste) for tech subjects (API, integrations, product knowledge…)

• Resilience and adaptability in a fast-changing environment

• Strong ability to analyze and prioritize, and to make pragmatic decisions

1. Screening call – 30 min

2. Role-focused call with CEO & Head of Account Management – 1h

3. Technical case interview with CEO & Head of Account Management – 1h

4. Reference checks

5. Culture fit round with the Project Manager Team Lead & CSM teams – 45 min