Head Of Csm H/F - DIGITAL VIRGO ENTERTAINMENT

The Digital Virgo Group are global specialists in mobile payment through telecom operator billing solutions. By connecting merchants to operators, we meet the growing demand for digital payments via a simple transactional channel that is fast, secure, and available worldwide.

When you join Digital Virgo, you become part of an innovative, international group with local teams who collaborate daily, leveraging their complementary skills. Our teams come from multicultural and diverse backgrounds - a richness that enhances our company. We're known for our work environment, which strikes the perfect balance between ambitious projects and good humour. We take pride in encouraging individual development and initiative.

Find out more about our business and the group at digitalvirgo.com.


Role Overview

We are looking for a Head of Customer Success - Digital Services Partnerships to coordinate, structure and support the Customer Success activity across our partner activity (distribution and technical integration)

You'll be in charge to drive CSM activities across different countries to ensure the onboarding and follow-up of our partners.

Key Responsibilities

1 Coordination & Structuring

- Coordinate Customer Success activities across Premium and VAS portfolios.
- Ensure smooth handover from Sales to CSM teams.
- Support onboarding planning and monitor project timelines.
- Identify operational bottlenecks and help resolve them.
- Harmonize working methods across regions.

2 Onboarding & Launch Oversight

- Monitor onboarding pipelines and time-to-launch.
- Support CSMs in managing complex launches.
- Ensure required documentation and processes are followed.
- Work closely with Tech PM, Product and Sales teams to facilitate delivery.

3 Performance Follow-up

- Consolidate performance data from CSM teams.
- Support tracking of key metrics (launch timelines, revenue ramp-up, partner activity).
- Help structure regular internal reviews.
- Assist in identifying optimization opportunities.

4 Cross-Functional Collaboration

- Act as a coordination point between:
- CSM teams
- Sales
- Operational Committee
- Product & Tech teams
- Facilitate communication and alignment across stakeholders.

5 Continuous Improvement

- Contribute to improving Customer Success processes.
- Propose practical enhancements to workflows and reporting.
- Support the progressive structuring of the CSM function.

Profile & Requirements

Experience

- 5-8 years of experience in Customer Success, Account Management, or Digital Services operations.
- Experience in telecom, digital services, OTT or payment environments is a plus.
- Comfortable working in cross-functional and international environments.

Skills

- Strong coordination and organizational skills.
- Ability to manage multiple stakeholders.
- Structured and analytical mindset.
- Comfortable working in a dynamic and evolving environment.
- Hands-on approach and operational mindset.

Languages

- Fluent English (written and spoken) is mandatory.
- Spanish is highly appreciated.
- Additional languages are a plus.