Lead Customer Success Manager
New
B
BrandBastionAI-powered Solution
Canada. United StatesFull-TimeLead
Salary not disclosed
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Job Details
- Experience
- 6+ years in Customer Success, Account Management, or related client-facing roles, including at least 1-2 years in a leadership or mentoring capacity.
- Required Skills
- HubSpot
Requirements
- 6+ years in Customer Success, Account Management, or related client-facing roles.
- At least 1-2 years in a leadership or mentoring capacity.
- Proven ability to manage both people and enterprise client relationships simultaneously.
- Track record of driving retention, expansion, and measurable client impact.
- Strong coaching, feedback, and people development skills.
- Commercial acumen with the ability to forecast and influence renewals.
- Process-driven, able to enforce consistency while fostering innovation.
- Comfortable working across time zones and collaborating with global teams.
Responsibilities
- Manage and coach a pod of CSMs, holding bi-weekly 1:1s, reviewing calls, and joining client conversations to support their growth.
- Own a portfolio of enterprise accounts while also stepping in to co-lead renewals and upsells across the pod.
- Ensure client KPIs are documented, tracked, and consistently followed up on so we’re always tying impact back to measurable results.
- Build strong executive relationships and act as the senior escalation point for your pod.
- Partner with CSMs on bigger upsell pitches and lead expansion opportunities when they involve senior stakeholders.
- Provide accurate forecasts for renewals and expansions, keeping leadership informed of risks and opportunities.
- Enforce consistency across playbooks, success plans, and client communications so delivery is high quality and scalable.
- Work cross-functionally with Product, ClientOps, Support, and Analytics to solve client challenges and influence our roadmap.
- Share insights on trends, risks, and opportunities you see across the pod to help us continuously improve.
- Roll out new frameworks and processes, ensuring your team adopts and executes them effectively.
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