Team Lead, Customer Success

About the Role:

Reporting to the Global Director of Customer Success, the Team Leader will lead a team of Customer Success Managers (CSMs) responsible for both new and existing customers. The primary goals of this role include:

• Driving Customer Satisfaction & Retention: Ensure customers achieve their desired outcomes, leading to renewals and long-term partnerships.
• Leading & Coaching the CSM Team: Provide guidance, mentorship, and development opportunities to enhance team performance of the team and individual contributors.
• Expanding Customer Value: Identify opportunities for upselling, cross-selling, and increasing product adoption.
• Operational Excellence: Working closely with Global leader to ensure we are implementing scalable processes and best practices for customer engagement, onboarding, and success tracking.
• Customer Advocacy & Feedback Loop: Serve as the voice of the customer, influencing product development and company strategy.
• Collaboration Across Teams: Work closely with Sales, Product, and Support teams to deliver a seamless customer experience.

Above all, this role is about maximizing the value that customers derive from our product. The ideal candidate will be responsible for defining the team's strategic direction, processes, and priorities while fostering a customer-centric mindset.

To succeed in this role, the candidate must have strong leadership skills, the ability to coach and develop Customer Success Managers, and a data-driven approach to decision-making. They will also collaborate closely with Solutions Engineers, Enterprise and Commercial Sales Managers, Renewals teams, and fellow Customer Success Managers to ensure customer success.

This is an exciting opportunity to join a collaborative leadership team and play a key role in shaping the future of Customer Success in our company!

Key Responsibilities:

• Hire, train, develop, and retain a team of engaged and high-performing Customer Success Managers.
• Provide coaching, mentorship, and regular performance evaluations, offering meaningful and timely feedback.
• Collaborate with Marketing, Customer Support, Sales, and Product Management to enhance the customer experience across all stages of the lifecycle, driving retention, account growth, and positive NPS.
• Utilize data to track key performance indicators (KPIs), forecast retention, and gain customer insights.
• Continuously assess and improve operational processes to enhance efficiency and service quality for both internal and external customers.
• Proactively identify and mitigate risks that could impact customer growth, satisfaction, or renewals.

Requirements:

• 5+ years of experience in Customer Success and/or a related services function, preferably within SaaS.
• Minimum 3 years of managerial experience with demonstrated leadership skills (must-have).
• Proven experience in maintaining and growing client relationships and partnerships.
• Strong track record of proactively resolving escalated client issues while providing valuable insights to the organization.
• Experience building and nurturing relationships at all levels of an enterprise, from Directors to C-suite executives.
• Ability to optimize team processes and strategy for continuous improvement.
• Ability to collaborate effectively with the Global CS team to address challenges and drive success.