Customer Success Team Lead

Job Summary

Leading a team of Customer Success Managers, the full-time remote Customer Success Team Lead will drive customer retention, expansion, and advocacy while developing strategies to maximize value realization for clients in the SMB and mid-market segments.

Key responsibilities

• Hire, coach, and develop a high-performing team of Customer Success Managers, establishing performance metrics and career development paths
• Design and optimize customer journeys, creating playbooks for onboarding, adoption, and renewal while collaborating with cross-functional teams
• Achieve revenue retention and growth targets, managing renewals and identifying expansion opportunities while monitoring customer health metrics

Required qualifications

• Proven experience in leading high-performing SaaS Customer Success teams
• Strong understanding of customer success strategies and metrics
• Experience in managing customer relationships and driving customer advocacy initiatives
• Ability to work in a fast-paced environment while managing a high volume of accounts
• Familiarity with skills intelligence, talent acquisition, or learning is a plus