Team Lead Or Senior Client Success Manager

Team Lead Or Senior Client Success Manager

The Team Lead or Senior Client Success role, the individual leads a small team of passionate Client Success Managers (CSMs) who empower clients to maximize the value of our SaaS products. A strategic thinker with a hands-on approach, the Team Lead, Client Success drives product adoption, client satisfaction, and renewal through effective team leadership, process optimization, and cross-functional collaboration. This role combines people management with strategic client engagement — ensuring that every member of the Client Success team delivers exceptional service and measurable outcomes while managing a portfolio of accounts yourself.

The FiscalNote Client Success team is dedicated to providing a holistic, supportive experience to our clients. From onboarding and training to strategic best practices and technical support, the team strives to put clients' needs first every day. We are dynamic, collaborative, and driven individuals who thrive in an open, growth-oriented culture. As the team's leader, you'll play a key role in shaping that culture — fostering excellence, accountability, and a shared sense of purpose around client outcomes.

You're a proven leader who brings out the best in your team. With a balance of empathy and execution, you know how to coach others to success while driving results at scale. You're deeply curious, data-informed, and comfortable working cross-functionally to solve complex challenges. You have experience in SaaS client success and are passionate about helping your customers — and your team — reach their full potential.

What To Expect In This Position

• Lead, mentor, and develop a small team of Client Success Managers to ensure excellence in onboarding, training, and ongoing client engagement
• Maintain clear goals and performance metrics for the team aligned to product adoption, client satisfaction, and renewal outcomes
• Manage a portfolio of accounts, ensuring their training and account configuration needs are met and lead to product adoption and renewal
• Partner with Account Management to ensure strategic alignment and seamless client handoffs between implementation, training, and renewal stages
• Analyze client health metrics and team performance data (via ChurnZero and Salesforce) to proactively identify risks and opportunities
• Develop and refine best practices, playbooks, and processes to drive consistency, scalability, and operational efficiency
• Represent the Client Success function in cross-departmental meetings, providing insights and recommendations to leadership

What Sets You Apart

• 5+ years of experience in Client Success or Account Management for a SaaS organization, including at least 2 years in a team leadership or management role
• Proven ability to coach and develop high-performing teams while maintaining a strong culture of accountability and collaboration
• Track record of driving measurable improvements in customer adoption, retention, and satisfaction
• Excellent communication, presentation, and relationship-building skills
• Experience with ChurnZero, Salesforce, or similar CRM and customer success platforms
• Strong analytical and problem-solving skills; comfortable using data to guide decisions
• Experience with client onboarding, product training, and technical implementation processes
• Knowledge of the legislative, policy, or advocacy arena (preferred)