As the Head of Customer Success Management (Key Accounts), you will be responsible for leading a team of highly specialized CSMs, each managing only 2-3 key accounts. Your role will be to drive strategic customer success initiatives, ensure high-impact project execution, and maintain strong internal alignment across key functions (Key Account Executives, Operations, and Leadership).
You will also personally manage a key account, acting as a role model in implementing best-in-class CSM practices, leveraging the MEDDIC methodology to drive value for clients, optimize internal processes, and enhance operational performance.
Preferred experience
Coach and upskill CSMs on MEDDIC methodology, QBRs definition, and strategic account planning.
Ensure CSMs adopt a highly tailored, data-driven approach to drive customer outcomes.
Foster a customer-centric culture within the team, emphasizing measurable impact on client metrics.
Drive best practices in internal reporting and performance tracking.
Own and manage one key account to lead by example in project implementation and customer value creation.
Work closely with Key Account Executives to align on expansion strategies and upsell/cross-sell opportunities.
Partner with Operations to optimize internal workflows and ensure seamless service delivery.
Act as a key bridge between CSMs and the product team, providing structured customer feedback to drive innovation.
5+ years of experience in Customer Success Management, with a focus on enterprise/key accounts.
Expertise in MEDDIC methodology and strategic account planning.
Proven ability to drive measurable impact on customer KPIs.
Experience managing a team of CSMs, with a strong coaching mindset.
Exceptional stakeholder management and communication skills.
Data-driven and highly analytical, with a structured approach to problem-solving.
Manager Interview - Discussion on experience, leadership approach, and strategic thinking.
Business Case - Simulation of a key account review, including QBR prep, MEDDIC application, and strategic recommendations.
Stakeholder Meeting - Interview with Key Account Executives and/or Operations teams to assess cross-functional collaboration.
CEO Interview - Final strategic and cultural fit assessment.
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