Customer Success Team Lead
Skills
Software As A ServiceAccount ManagementBusinessCoachingCustomer SuccessDriving ResultsLeadership
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 5+ years of experience in Customer Success or Account Management within Enterprise SaaS
- Proven success in retention and expansion as an individual contributor
- Experience leading a Customer Success or Account Management team in a scaled or digital-led model
- Strong coaching and people management skills
- Commercial mindset with value storytelling and expansion focus
- Data-driven and operationally strong with process improvement skills
- Exceptional communication and executive presence
- Experience with CS platforms and automation tools such as Gainsight or ChurnZero
- Bachelor’s degree required
Nice to have
- High accountability
- Strategic thinker
- Empathetic communicator
- Process oriented
- Commercially minded
- Data savvy
Day to day
- Lead a team of Customer Success Managers while managing your own portfolio of accounts in a fast-paced digital-first environment.
- Build scalable processes playbooks and automations that improve retention expansion and customer outcomes across a high volume of business.
- Partner closely with Sales Product and Support to advocate for customers remove obstacles and strengthen the overall customer experience.