B2B Customer Success Team Lead

We are hiring a Team Lead for our Customer Success Management team.

We’re looking for a natural leader, a true multitasker, and a customer management expert to lead our CSM team. If you know how to motivate people, manage crises with a smile, and build scalable, forward-moving workflows, your place is with us.

Our team manages a broad portfolio of approximately 1,800 B2B customers. As a Team Lead, your role will be to serve as the team’s professional compass, lead them to meet their goals, and ensure our customers receive the best possible service.

What does the role include?

-Team leadership and motivation:

Direct management of CSMs, personal mentoring and coaching, ownership of sales, service, and retention targets, and fostering a proactive, customer-centric culture.

-Upsell leadership and coaching:

Driving the team to grow revenue through upsell opportunities.

-Building methodologies:

Creating and continuously improving workflows and best practices within the team and across sales interfaces.

-Hands-on execution:

Accompanying the team in strategic customer meetings, resolving conflicts, and handling real-time escalations and firefighting.

-Driving innovation:

Leading the rollout and adoption of new features and products across a wide customer portfolio.

-Cross-functional collaboration:

Working closely with the Sales team to clearly define ownership, responsibilities, and close gaps within well-defined boundaries.

-Managing a focused, strategic portfolio of key customers.

Why join us?

Because our pace is fast, the work is diverse, and the impact of a Team Lead on the company’s success is direct and immediate. We are growing quickly and looking for someone who wants to grow with us.

Requirements:

-Previous managerial experience, required:

Proven people management experience. Experience in B2B environments is a strong advantage, but we are also open to strong managers from other fields such as restaurant management or complex operations.

-Background in Customer Success or Account Management:

Experience as a Senior CSM or Team Lead is a significant advantage.

-Exceptional interpersonal skills:

Ability to motivate employees while maintaining a high level of customer service.

-Assertiveness and boundary management:

Ability to set boundaries with customers and internal stakeholders, perform under pressure, and manage responsibilities with confidence.

-Big-picture thinking and creativity:

Ability to see the full picture and find creative solutions to customer needs.

-Proven experience delivering top-tier customer service.

-Strong connection to the world of sales.