Team Lead CSM
About this role
Reporting to the Head of Customer, you lead the CSM team for the Silver segment at a pivotal moment: the team is shifting from a support posture to a success one, focused on value and growth. Your mission: coach your CSMs, turn a currently flat NRR into a real growth engine, and build a more data-driven culture. We're looking for a structured, unifying manager who gets the best from the team while helping it grow.
Your missions
Manage, coach and upskill a team of 8 experienced CSMs
Support the team to get a success mindset
Drive portfolio growth: retention, churn reduction, upsell and opportunity detection (NRR).
Upskill the team on conversion and objection handling.
Handle operational escalations and secure key accounts.
Track team performance (retention, churn, upsell, CSAT) and put the relevant action plans in place.
Ensure the handover of accounts from Account Managers to CSMs after the first year.
Lead team projects focused on quality, growth and data leverage.
Work closely with the Sales, Support and Product teams.
This role is for you if...
You have at least 3 years of team management experience
You come from a Team Lead Sales, Account Manager or Customer Success background, with solid SaaS experience.
You know Hubspot (must-have); Salesforce and Zendesk are a plus.
You're comfortable 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: resilient, a team player, positive and energetic, highly structured, unifying yet demanding.
This role is not for you if...
You prefer a static environment where nothing changes.
You're not comfortable challenging, coaching and growing an already experienced team.
Growth, data and opportunity detection are not your playing field.
Why this role is exciting
You take the reins of a strong team at a key moment in its transformation. The portfolio is there, the talent is there: it's up to you to take the team to the next level, unlock growth and leave your mark on the Ringover customer experience.
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.
Company at a glance
Ringover provides the communications suite that staffing, recruiting and revenue-driven firms require to drive better client & business development outcomes.
We do this by delivering the best and widest range of communication channels in the market. Calling, text messaging, video, call coaching, WhatsApp, conversation summaries, transcriptions, analytics, advanced statistics, and more.
Ringover integrates advanced communications into your entire BD tech stack — Avionté, Bullhorn, Invenias, Connexys, JobAdder, Vincere, Salesforce, Slack, Microsoft Teams, Zoho, HubSpot, and hundreds more. Automatically log conversation history, notes & tags. Reach contacts in one-click. Sync call summaries and recordings automatically into your ATS/CRM.
We help over 13,000 customers in North America and beyond to elevate their client & candidate experiences and business development success.
Experience the power of AI-driven conversations at www.ringover.com.
Top Benefits
- Premium Health Insurance
- Mental Health Coaching and Psychology Services
- ClassPass Gym Membership
- Remote Work Allowance
- Home-office Budget
- Sustainable Mobility Package
- Navigo Pass Reimbursement
- Fuel Allowance
- Meal Vouchers
- On-site Company Restaurant
- Paid Sick Child Days
- Internal AI Training
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