Customer Success Lead
Anywhere, GMT-4 and GMT -7Full-TimeLead
Salary not disclosed
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Job Details
- Experience
- 7+ years
- Required Skills
- CRM
Requirements
- 7+ years of experience in Customer Success or post-sales roles within SaaS
- Ideally experience with commercial or mid-market accounts
- 2–3+ years of direct people leadership experience managing CSMs
- Experience driving team quota and developing talent through coaching and enablement
- Passion for developing people and building a high-performance, feedback-driven culture
- Strong player-coach mindset: comfortable managing key accounts directly while leading others
- Demonstrated success in achieving or exceeding renewal, expansion, and NRR goals
- Expertise in CS methodologies and best practices (e.g. success planning, adoption frameworks, ROI storytelling, executive alignment)
- Strong analytical and operational skills: adept at using data to identify performance trends, optimise workflows, and forecast outcomes
- Hands-on with tools (CRM, CS platforms, data dashboards) and capable of improving data quality, visibility, and usage insights across the team (bonus)
Responsibilities
- Lead, coach, and develop a high-performing CS team, owning team quota performance, customer retention, and expansion goals.
- Act as a player-coach: directly manage strategic accounts, join key customer conversations, and model best-in-class success practices.
- Lead by example in complex post-sales and renewal cycles, unblocking issues, driving adoption, and identifying expansion opportunities.
- Set strategic direction for the team, aligning customer success initiatives with company goals and market trends.
- Monitor and optimize delivery quality across all accounts, ensuring consistency, excellence, and predictability in customer outcomes, implementing scalable processes that improve accuracy, visibility, and operational efficiency.
- Design and implement repeatable playbooks for renewals, upsells, and adoption; automate workflows and tools to scale team impact.
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