Team Lead

ABOUT D-EDGE

Have you ever booked a hotel online? Then you've probably used D-EDGE without knowing it.

Every day, we help more than 17,000 hotels worldwide to develop their online visibility and sales through leading-edge cloud-based e-commerce solutions. As a subsidiary of the Accor group, D-EDGE simplifies the life of independent hotels and hotel chains alike.

D-EDGE Is the European No1 and World No3 hotel distribution technology provider in hospitality. With a team of more than 500 experts located in over 20 countries, D-EDGE provides localized support, services, and tools. With its global network of 500+ partners, D-EDGE's ever-expanding ecosystem is a positive place to do business and grow.

At D-EDGE we are driven by these 4 key values:

We care about people #PEOPLE FIRST
We dare to share #OPEN COMMUNICATION
We embrace change #ADAPTABILITY
We go the extra mile #GO BEYOND

THE POSITION

As a Customer Success Manager Team Lead, you will play a dual role:

• Lead and develop a team of Customer Success Managers (CSMs) to ensure excellence in client delivery, adoption, and retention across their portfolios.
  

• Manage a small portfolio of key clients yourself, acting as a strategic advisor and trusted partner.

Your mission is to protect and grow client retention across your portfolio and your team's, while keeping client satisfaction (CSAT) at the centre of every decision. You'll drive consistent retention methodology, share best practices on managing at-risk accounts, and act as a key link between the Customer Success team and the broader D-EDGE organisation (AM, Product, Tech, etc.).

You'll contribute directly to maximising client lifetime value, reducing churn, and ensuring the voice of the client is heard across the company.

MAIN MISSIONS

Non exhaustive, subject to evolution based on business priorities and portfolio

Leadership & Team Management

• Lead, coach, and develop a team of CSMs to achieve adoption, retention and client satisfaction.

• Define and monitor key team KPIs (adoption, Csat, churn, etc.).

• Provide guidance on client strategy, prioritisation, and escalation management.

• Conduct regular 1:1s and team meetings to foster knowledge sharing, skill development, and engagement.

• Ensure consistent application of Customer Success processes, tools, and best practices across the team.

• Collaborate closely with the Head of Customer Success to refine strategy, define team goals, and optimise capacity and resource allocation.

• Act as a point of escalation for critical clients and risks.

Client Portfolio Management

• Manage a limited number of key clients directly, focusing on strategic, high-value, or complex accounts.

• Serve as the trusted advisor for these clients, ensuring product adoption, satisfaction, and retention.

• Lead business reviews, strategy sessions, and roadmap discussions.

• Anticipate challenges, mitigate risks, and develop proactive action plans to ensure long-term success.

Product Adoption & Value Delivery

• Support your team in driving adoption across the D-EDGE suite (GDS, Booking Engine, CRS, D-EDGE Pay, etc.).

• Promote a consultative, data-driven approach to help clients optimise their distribution and revenue performance.

• Identify and communicate client needs or product gaps to internal stakeholders (Product, Tech, Sales).

• Champion new product features and innovations internally and externally.

Operations & Project Oversight

• Support your team in managing client projects

• Set and monitor responsiveness standards for the team (first response time, resolution time) to maintain client trust and satisfaction.

• Ensure processes are followed for coordination, communication, and reporting.

• Facilitate internal alignment between Customer Success, Support, Product, and AM.

• Review and validate client project plans, client meetings presentations, and follow-up actions.

• Review team retention KPIs (churn rate, CSAT) regularly and adjust coaching or client strategy accordingly.

• Share retention best practices and playbooks across the team to standardise how at-risk accounts are managed.

Retention

• Own the retention performance of your portfolio and support your team in doing the same across theirs.

• Lead quarterly business reviews (QBRs) with key clients to review performance, renew value alignment, and confirm long-term commitment.

• Track client health scores and usage data