Team Lead, CSM

• Manage, coach and upskill a team of 8 experienced CSMs
• Support the team to adopt 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 implement action plans
• Ensure 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

Requirements

• 3+ years of team management experience
• Team Lead Sales, Account Manager or Customer Success background, with solid SaaS experience
• Proficiency in Hubspot (must-have); Salesforce and Zendesk are a plus
• Comfortable with data and a growth-oriented approach
• AI applied to Customer Success is a real plus
• Fluent in French and English; Spanish is a bonus
• Resilient, team player, positive and energetic, highly structured, unifying yet demanding

Core Competencies

Demonstrates strong leadership in managing and coaching Customer Success Managers, driving portfolio growth through retention and upsell strategies, and leveraging data to enhance team performance. Proficient in utilizing Hubspot and fostering a success-oriented mindset within the team.

Highest-signal resume keywords

• Team Management Experience
• SaaS Background
• Hubspot Proficiency
• Data-Driven Growth Approach
• Bilingual in French and English

ATS Optimization Keywords

Hard Skills

• Customer Success Management
• Retention Strategies
• Churn Reduction
• Upselling Techniques
• Objection Handling
• Performance Tracking
• Account Handover Processes
• Data Analysis

Soft Skills

• Coaching
• Team Player
• Positive Attitude
• Highly Structured
• Unifying Leadership

Industry Keywords

• Customer Success
• SaaS
• Portfolio Growth
• Operational Escalations
• CSAT

Tools & Technologies

• Hubspot
• Salesforce
• Zendesk

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