Team Lead, Customer Strategist, Southern Europe

We’re looking for a strategic yet hands-on Customer Success Leader to both manage and grow a team of Mid-Market Customer Success Managers while owning your own customer portfolio. You’ll balance coaching and developing your team with directly driving impact across your accounts, from onboarding to renewal. Partnering closely with Sales, Account Management, Product, Payments, Legal and more, you’ll help shape processes and deliver a seamless customer experience that fuels retention and growth.

**Key Responsibilities**

**Team management & development**
- ** Lead a high‑performing team** Manage a team of five Core Market CSMs focused on the mid‑market segment, providing day‑to‑day direction, prioritization, and support to operate at scale.
- **Optimize coverage and capacity** Balance high‑touch and scaled motions, align books of business to customer potential and complexity, and adjust resourcing as the portfolio evolves.
- **Own team performance A**ccountable for retention (GRR) and forecast accuracy across the portfolio, driving proactive risk mitigation and clear, timely reporting.
- **Provide mentorship and training** At both individual and team levels, you will organize and lead regular coaching sessions, enablement workshops, and shadowing to accelerate skills and impact.
- **Set performance goals** Define clear OKRs and KPIs, establish expectations by role/seniority, and review progress through weekly 1:1s and monthly performance check‑ins.
- **Run effective team routines** Establish a consistent operating cadence (weekly kick‑offs, forecast reviews, health/pipeline checks) to maintain focus, execution quality, and accountability.
- **Develop talent and careers** Build individual development plans, give timely feedback, recognise excellence, and support career progression; participate in hiring and onboarding as the team grows.

**Strategy efficiency & scalability**
- **Process Optimisation**: Work with the head of CSM to design and implement efficient workflows, automation, and standardised processes that maximise team productivity
- **Translate company priorities into team objectives** : Partner cross‑functionally to align Customer Success goals with broader initiatives and ensure coordinated execution.
- **Protect and grow revenue**: Design and run programs with the team for retention and expand product adoption.

**Customer-centric operations**
- ** Customer satisfaction**: Drive customer retention and satisfaction across your customer portfolio
- **Churn prevention**: Implement proactive customer success methodologies to prevent churn and identify growth opportunities
- **Customer Experience**: Collaborate with sales, product, and support teams to ensure seamless customer experience
- **Escalation management**: provide hands‑on guidance on complex customer matters, participate in customer meetings, and ensure customers receive prompt, effective support.

**What we're looking for**

**Required qualifications**
- 4+ years of progressive experience in customer-facing roles: Care, Customer Success, Account Management, or related, with a strong Customer service mindset
- 1+ years of leadership or mentoring experience
- A solid understanding of accounting and finance roles and processes.

**Bonus**
- Even better if you’re already familiar with Spendesk as a user within accounting or finance teams.
- Experience working in SaaS or technology company with recurring revenue models and international operations

**Skills & Competencies**
- ** Communication**: Excellent verbal and written communication skills in English and French
- **Cultural Intelligence**: Deep understanding of European business cultures and customer expectations
- **Data-Driven**: Proficiency with customer success platforms, CRM systems, and analytics tools
- **Scalability & Efficiency creation**: Experience balancing scaled (low‑touch/tech‑touch) and high‑touch motions across large books

**About Spendesk**
Spendesk is the AI-powered spend management and procurement platform that transforms company spending. By simplifying procurement, payment cards, expense management, invoice processing, and accounting automation, Spendesk sets the new standard for spending at work. Its single, intelligent solution makes efficient spending easy for employees and gives finance leaders the full visibility and control they need across all company spend, even in multi-entity structures. Trusted by thousands of companies, Spendesk supports over 200,000 users across brands such as SoundCloud, Gousto, SumUp, and Bloom & Wild. With offices in the United Kingdom, France, Spain and Germany, Spendesk also puts community at the heart of its mission.

**About our people & culture**
We believe that people do their best work when they’re given the freedom to thrive and grow. That’s why liberation is at the core of everything we do. We empower Spendeskers to take ownership of their work, to navigate ambiguity, and seize every opportunity. Spendeskers come from all ove