Team Lead-Customer Success (Mid-Tier)

Who Connecteam is:

Connecteam is a TLV-based startup that's on a mission to change the work experience for 80% of the world's global workforce - the deskless employees.

Our business management platform helps thousands of businesses thrive by taking away the daily hustle and complexities of managing teams, so they can have the peace of mind to grow and run their business.

About The Role

The Team Lead for the Mid Tier Customer Success group will oversee a team of Customer Success Managers responsible for managing Connecteam's larger accounts. The Team Lead's primary objective is to optimize the three key pillars—retention, adoption, and growth—within the assigned customer portfolio. This role is crucial in ensuring the team consistently meets and exceeds KPIs, while also fostering a culture of continuous improvement and professional development.

Key Responsibilities

• Manage a Team of 5-6 CSMs Oversee and support a team of Customer Success Managers, ensuring they are equipped to achieve their individual and team KPIs. Achieve Team KPIs Drive your team to consistently meet retention, adoption, and growth targets.
• Manage Team Performance Set high standards, provide clear expectations, and actively manage your team's KPIs. Offer guidance and support to ensure continuous improvement and optimal results.
• Oversee Client Relationships Maintain deep knowledge of your team's book of business, including risks, mitigation strategies, and success plans for high-priority accounts. Be prepared to take a hands-on approach by managing some key clients directly when necessary. Around 15%-20% of the total time spent.
• Foster Collaboration Work closely with other departments to enhance product functionality, support client needs, and contribute to company success. Lead, Mentor, and Develop Your Team: Ensure your team has the necessary resources, knowledge, and motivation to achieve their goals. Act as a mentor, fostering a positive and collaborative work environment that encourages continuous learning and growth.
  
  

• 2+ years of experience leading a team in customer success or account management, with a strong understanding of how large businesses operate.
• Proven track record of driving KPI achievement in a fast-paced environment.
• Experience in building and maintaining relationships with senior business stakeholders.
• Excellent communication and interpersonal skills, with the ability to motivate and empower a team while fostering a collaborative work environment.
• Strategic mindset with the ability to anticipate industry trends, develop effective customer success strategies, and adapt team approaches to ensure continued success.
• Experience working in a global team or international company is an advantage.
• Analytical proficiency in using data to make informed decisions and optimize strategies, enhancing team performance and customer outcomes.
  
  

• We build our people up. Every team member is treated as a long-term investment and we recognize the value in always nurturing and training them so they can go above and beyond in their skills and job duties.
• We make an impact on our customer's business. We are on a mission to provide managers of all business types and sizes with the tools they need to communicate, operate, engage, and run their deskless workforce. Our product offers them an effective and affordable solution to run their business.
• We get the job done. Connecteam employees are passionate in executing their job duties so they can drive the company forward and provide real value to our customers.
• We have fun! From weekly happy hours to holiday parties, we always enjoy each other's company (and good food, of course). Connecteam is like one big, happy family!
• Everyone is welcome. Connecteam is committed to building an encouraging, caring, and supportive environment. We share a responsibility to support our team and enrich their lives.