Customer Success Lead

Posted 9 days agoViewed

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💎 Seniority level: Lead, 5+ years

📍 Location: EU

🔍 Industry: AI

🏢 Company: Synthflow AI

🗣️ Languages: English

⏳ Experience: 5+ years

🪄 Skills: LeadershipData AnalysisCross-functional Team LeadershipCommunication SkillsAnalytical SkillsCustomer serviceRESTful APIsMentoringProblem-solving skillsAccount ManagementReportingTroubleshootingActive listeningJSONClient relationship managementData visualizationTeam managementStakeholder managementProcess improvementAnalytical thinkingDebuggingCustomer supportCustomer SuccessSaaS

Requirements:

5+ years in Customer Success / Account Management with 2+ years leading teams in B2B SaaS
Experience working directly with enterprise customers in a fast-paced, high-growth environment
Written and spoken English at enterprise‑exec level.

Responsibilities:

Lead & coach a team of 5 CSMs; set clear goals and run weekly reviews; build out SOPs and Playbooks to enable us to scale.
Scale the Customer Success function
Build dashboards and own your metrics for customer success, product usage, health scores, CSATs, renewals (we use Zendesk, Pylon, HubSpot, Metabase; change it, if you have a better stack)
Structure the feedback and turn it into actionable insights for the product team to act on.
Own the post‑sales funnel: onboarding, adoption, renewal, expansion.
Act as the strategic point of contact for key enterprise accounts, fostering long-term, high-impact relationships
Trace issues end‑to‑end - API calls, voice call logs, json logs, even model prompts - and fix them before users notice.
Report: Directly to the Founder

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