Team Lead, Customer Success

Team Lead, Customer Success

This role sits at the intersection of customer success strategy, team leadership, and operational excellence, with a strong focus on driving measurable customer outcomes in a high-growth, remote-first environment. You will lead a team of Customer Success Managers responsible for ensuring customer satisfaction, retention, and expansion across a diverse portfolio of accounts. The position combines hands-on leadership with strategic process ownership, requiring you to shape how customer success is delivered at scale. You will partner closely with Sales, Product, Engineering, and Marketing to ensure customers receive consistent value and that feedback loops are effectively translated into product and process improvements. This is a highly collaborative and impact-driven role where your leadership directly influences customer health, revenue growth, and overall experience quality. Success in this role requires strong people leadership, operational rigor, and the ability to balance strategic thinking with day-to-day execution.

Accountabilities

You will lead, coach, and scale a Customer Success team while ensuring strong customer outcomes across retention, expansion, and satisfaction metrics.

• Lead, mentor, and develop a team of Customer Success Managers, supporting career growth, performance management, and skill development
• Oversee customer health metrics including retention, NPS, account growth, and risk mitigation strategies
• Guide the team in managing renewals, upsells, cross-sells, and escalation handling across key accounts
• Design and refine customer success processes, playbooks, and operating cadences to improve efficiency and consistency
• Partner with Product, Sales, and Marketing to align customer goals with business objectives and revenue targets
• Drive strategic customer engagement activities including business reviews and account planning sessions
• Identify operational gaps and implement scalable improvements to tools, workflows, and customer experience frameworks

Requirements

You bring strong experience in customer success leadership, with a proven ability to build high-performing teams and drive measurable customer and revenue outcomes.

• 4+ years of experience in customer success, account management, or a related field, including 2+ years in a leadership or team lead role
• Proven track record of improving retention, expansion, and customer satisfaction metrics
• Strong people leadership skills, including coaching, mentoring, hiring, and performance management
• Experience working cross-functionally with Sales, Product, and Marketing teams in a fast-paced environment
• Strong analytical and organizational skills with the ability to manage multiple priorities and customer needs simultaneously
• Excellent communication skills with the ability to influence stakeholders and build trusted customer relationships
• Familiarity with CRM tools such as Salesforce and modern customer communication platforms
• Fluency in English required; additional languages are a plus
• Experience in industrial, manufacturing, or technical SaaS environments is a plus

Benefits

• Competitive salary range aligned with experience and leadership scope ($110,000$135,500 USD base)
• Equity participation in a high-growth organization
• Remote-first work environment with flexible scheduling
• Comprehensive benefits package including retirement plan support
• Unlimited PTO to support work-life balance
• Opportunity to lead and scale a growing Customer Success function
• High-impact role with direct influence on customer experience and revenue outcomes
• Collaborative, mission-driven culture focused on continuous improvement