Senior Customer Success Team Lead - Remote - Remote Eligible

Senior Customer Success Team Lead

In this pivotal role, you will oversee the Customer Success Team, ensuring our clients' success and facilitating collaboration across various teams. Your leadership will directly influence the customer experience and retention rates, driving the continued success of our partner organization. This role not only involves strategizing customer engagement but also focuses on performance management and team leadership. Your efforts will contribute to a high-accountability culture prioritizing customer-first solutions.

Accountabilities

• Own onboarding, handoffs, and lifecycle playbooks from close to renewal.
• Define customer engagement models by segment (SMB / Mid-Market / Enterprise).
• Ensure clear ownership and accountability at every stage of the lifecycle.
• Define and own KPIs across all CS functions (adoption, health, churn, NRR, renewals).
• Establish weekly and monthly operating cadence and performance reviews.
• Drive forecasting accuracy for renewals and expansion.
• Hire, onboard, and scale critical CS roles as the business grows.
• Coach and performance-manage CSMs, Support, and Solution Engineering.
• Build a high-accountability, customer-first culture.
• Own churn prevention strategy and early risk identification.

Requirements

• 5+ years leading Customer Success, Account Management, or Post-Sales teams.
• Experience managing multi-function CS organizations (CSMs, Support, SEs).
• Proven track record of improving retention and NRR.
• Strong operational and KPI-driven leader.
• Hands-on, customer-facing leadership style.
• Experience partnering closely with Sales and RevOps.
• A degree or diploma that contributes to the organization is considered an asset.
• Strong recruitment, training, leadership, and negotiation skills.
• Detail-oriented, creative, and passionate about helping partners achieve their goals.
• Ability to analyse data and make key decisions.

Benefits

• Exciting and dynamic environment with a great leadership team.
• Comprehensive training program and regular performance reviews.
• Competitive compensation based on experience and proven abilities.
• Great referral programs with incentives and bonuses.
• Unbelievable product discounts for personal business use.
• A global workforce of multi-cultural and talented colleagues.
• Amazing growth opportunities for personal development.