Customer Success Team Lead
We’re looking for a Customer Success Team Lead to help scale our Customer Success function while directly impacting customer outcomes.
This is a hands-on role where you’ll own a portfolio of high-value customers while coaching a small team of Customer Success Managers (2 today). You’ll partner closely with the VP of Customer Experience to refine our customer journey, improve team performance, and build the foundation for a scalable CS organization.
This role is ideal for someone who enjoys leading through influence, building in ambiguity, and wants a clear path into people management as the team grows.
- Coach and support CSMs on account strategy, risk management, and growth opportunities (no direct reports)
- Own a portfolio of high-value customers, including renewals, expansion, and executive relationships
- Lead business reviews and drive measurable customer outcomes
- Help define and evolve our high-touch customer journey for larger accounts
- Partner cross-functionally with Sales, Product, Onboarding, and Support
- Build and improve playbooks, processes, and frameworks as we scale
- Contribute to forecasting and insights around retention and growth
- Experience in Customer Success with exposure to complex or high-value accounts
- Experience mentoring or coaching peers (formally or informally)
- Demonstrated proficiency and curiosity with AI
- Strong customer-facing and executive communication skills
- Data-driven mindset with the ability to translate insights into action
- Ability to operate in a fast-moving, evolving environment
- Bias toward ownership, problem-solving, and continuous improvement
- Strong retention and expansion within your customer portfolio
- Improved performance and confidence across the CSM team
- Clear, scalable processes that support growth
- High customer engagement, satisfaction, and outcomes