Customer Success Team Lead
Skills
Software As A ServiceBusiness IntelligenceCustomer DataCustomer Relationship ManagementCustomer SuccessLeadershipSMB
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Proven track record of managing 3+ CSMs in a B2B SaaS environment ideally international
- Proven track record of successfully closing upsells and managing a high number of accounts in a B2B SaaS environment
- Excellent communication and interpersonal skills
- Strategic thinking with the ability to align customer success strategies with business goals across cultures and time zones
- Demonstrated ability to handle complex customer situations and de-escalations
- Proficiency in CRM systems Customer Success tools and BI tools Salesforce strongly preferred
- Familiarity with the SMB market and its unique challenges preferred
- Experience in the short-term rental industry is a huge advantage
Nice to have
- Strategic
- Collaborative
- Data-driven
- Customer-focused
- International mindset
Day to day
- Lead and mentor a global team of 5 CSMs across the EMEA SMB segment to drive retention upsells and account growth
- Monitor customer data and portfolio health to spot trends improve processes and shape strategic initiatives
- Handle escalations collaborate cross-functionally and coach the team to deliver stronger customer outcomes and scalable success