Customer Success Team Lead

About the Role

This is a hands-on leadership role combining customer ownership, team leadership, and execution.

You’ll lead and support our Customer Success team while continuing to work directly with strategic customers. You’ll be responsible for customer health, adoption, retention, and escalations, while helping the team operate with greater consistency, ownership, and impact.

You’ll work closely with Sales, Product and Operations to make sure we’re not only solving customer issues, but continuously improving how we serve and grow our customers.

About Dots

Dots is building the infrastructure for global IT management.

Our platform helps companies procure, deploy, manage, store, and retrieve employee technology across 70+ countries, combining software, logistics, and automation into one seamless experience.

As we continue to grow, we’re looking for a Customer Success Team Lead to help lead our CS team and ensure our customers get exceptional value from Dots.

What You’ll Do:

- Lead, coach, and support our Customer Success team in their day-to-day work.

- Own relationships with selected strategic customers and key stakeholders.

- Drive customer adoption, retention, satisfaction, and long-term value.

- Act as the escalation point for complex customer situations and help the team drive them to resolution.

- Monitor customer health and proactively identify risks and opportunities.

- Improve onboarding, account management, QBRs, and other CS processes and playbooks.

- Help establish and track clear CS KPIs and standards across the team.

- Identify expansion opportunities and collaborate with Sales on account growth.

- Represent the voice of the customer internally and work closely with Product and Operations to turn feedback into action.

What We’re Looking For:

- 3+ years of experience in Customer Success, Account Management, or a similar B2B customer-facing role.

- Experience mentoring, coaching, or leading others — formal management experience is an advantage, but not necessarily a requirement.

- Experience working with B2B SaaS customers, ideally in a fast-growing technology company.

- Strong ownership and the ability to manage complex customer situations independently.

- Commercial mindset with an understanding of retention, adoption, and account growth.

- Excellent communication and relationship-building skills.

- Highly organized, proactive, and comfortable working across multiple teams and priorities.

- Excellent English, written and spoken.

Why Dots?

You’ll join Dots at a stage where Customer Success has a direct influence on how we build the company.

This role is a great fit for someone who is already a strong CSM and is ready to take the next step into leadership - without moving away from customers or becoming a full-time manager.

You’ll have real ownership, work with global customers, help develop the team, and play an important role in shaping how Customer Success operates as Dots scales.