Team Lead Csm

Since its inception in **2016**, Otoqi has established itself as a leading start-up in the automotive logistics sector, moving away from the old fashioned truck & trailer world, to a nimble and platform based driver-on-demand model.

Our strength lies in combining cutting-edge technology with operational excellence.

**Each year, our 2.000 drivers move over 500.000 vehicles across Europe in under 48h.**

Our platform helps car rental companies, car dealers and car manufacturers overcome their logístical challenges. We set the industry standard for vehicle transportation in Europe, offering higher reliability and faster service through our disruptive model and continuous innovation.

With **€10M raised in our Series B** funding round in 2024, and a footprint in France, Italy, and Germany, we are targeting new countries for our international growth in the coming years.

**Job description**:
To strengthen its customer success operations in Italy, Otoqi is looking for a **Team Lead CSM** who will be the driving force behind a growing CSM team. The Team Lead CSM will play a key role in managing the team, ensuring exceptional customer experiences, and directly contributing to customer success strategy and execution.

**Main Responsibilities**:
**Management & Leadership**

- Recruit, train, and mentor the CSM team. Starting with one member, with plans to grow in 2026.
- Define individual and team objectives, monitor progress, and facilitate team rituals (1:1s, weekly meetings, quarterly reviews).
- Unite the team around a shared vision of customer excellence, fostering skill development and autonomy.
- Provide regular reporting on team performance (operational KPIs, customer satisfaction, etc.).

**Cross-Functional Collaboration**

- Work closely with Sales, Logistics, BPO, and Central Ops teams to ensure a cohesive commercial approach and high customer satisfaction.
- Serve as the interface between clients, CSMs, and internal teams to ensure a consistent customer experience.
- Participate in cross-functional projects (new offer launches, continuous process improvement, CRM tool enhancements).

**Customer Performance & Strategy**

- Define and implement strategies for the user base with a focus on profitability.
- Maximize user activity through KPI monitoring (order frequency, reactivation of dormant accounts, etc.).
- Oversee client onboarding, configuration, and training, ensuring SLA compliance and initial satisfaction.
- Challenge and optimize CSM processes to improve efficiency, reduce churn, and maximize customer value.
- Consolidate field feedback and propose product or organizational improvements.

**Customer Culture & Continuous Improvement**

- Promote a feedback-driven culture and continuous improvement within the team.
- Ensure high-quality interactions with clients and adherence to Otoqi best practices.
- Contribute to structuring tools, dashboards, guides, and playbooks in collaboration with Central Ops.

**Expected outcomes**:

- Achievement of customer satisfaction and retention targets across assigned accounts.
- Strengthened client relationships leading to upsell and cross-sell opportunities.
- Increased customer adoption and usage through proactive support and engagement.
- Improved operational efficiency through optimized processes and data-driven insights.
- Contribution to overall revenue growth and long-term customer loyalty.

**Your profile**:

- **Customer Success & Leadership experience**: Proven background in Customer Success, Account Management, or related roles (4+ years), with at least 2 years in team leadership or management.
- **Results-oriented**: Strong ability to drive customer satisfaction, retention, and growth while optimizing CSM processes and KPIs.
- **Communication & Coaching**: Excellent interpersonal skills to mentor and motivate the team, fostering collaboration, autonomy, and a customer-focused mindset.
- **Cross-functional & Strategic mindset**: Skilled at working with Sales, Operations, Logistics, and other teams; able to analyze data and adapt strategies to maximize customer value.
- **Process Improvement & Problem-solving**: Experienced in implementing best practices, tools, dashboards, and workflows to improve efficiency and service quality.
- **Language skills**: Mandatory spoken and written English and Italian proficiency (C1).

**Nice To have**:

- **Proficiency in CRM tools** (e.g., HubSpot): comfortable with commercial management tools to monitor and optimize team and sales performance.
- Experience in the Automotive industry or 3PL Services.
- Experience in start-up/scale-up.

**Values at Otoqi**:

- **Innovation**: We are and feel innovetors, Help revolutionize the automotive logistics sector by bringing innovative solutions to the challenges of the automotive industry.
- **Customer Focus**: We believe that fostering strong relationships and satisfaction of our Customers is the cornerstone of our success, built on principles of trust and transparency.
- **Te