CSM Team Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the post-sales customer relationships with Webbing’s key accounts.

• Guide and mentor the NAM Customer Success team.

• Enhance value realization, operational excellence, customer satisfaction, retention, and growth within the customer portfolio.

• Serve as a strategic advisor to clients and a leader for the regional CSM team.

• Collaborate closely with Sales, Sales Engineers, Product, Operations, Analytics, and Support to achieve customer outcomes, improve team performance, and ensure cross-functional alignment.

• Spearhead onboarding and enablement initiatives.

• Implement strategies for adoption and growth.

• Facilitate Executive Business Reviews.

• Identify customer risks and provide coaching and escalation support for strategic and at-risk accounts.

• Represent the voice of the customer within the organization.

• Establish and promote best practices, playbooks, and operational processes throughout Customer Success.

• Track team KPIs such as retention, churn, expansion, customer health, onboarding success, and customer satisfaction metrics.

• Collaborate with leadership to define regional customer success strategy and execution priorities.

• Ensure uniform customer engagement standards and service quality across managed accounts.

• Assist in hiring, onboarding, training, and performance management of Customer Success team members.

• Act as an escalation point for complex customer scenarios and executive-level communications.

• Foster a customer-centric culture focused on accountability, operational excellence, and measurable business outcomes.

⛳️ Requirements

• A minimum of 5 years of experience in Customer Success, Account Management, or Customer Operations within a mission-critical services environment is essential.

• At least 2 years of experience in leading or mentoring customer-facing teams is required.

• Experience in managing channel partners, resellers, and indirect customer relationships, including driving partner enablement, engagement, and growth strategies is preferred.

• Strong project management skills are necessary.

• Availability to work during East Coast (U.S.) business hours is a must.

• Proven track record in managing strategic enterprise accounts and engaging with executive stakeholders.

• Exceptional leadership, coaching, and team management abilities.

• Superior communication, presentation, and relationship-building skills.

• Experience in conducting Executive Business Reviews and managing customer success plans.

• Ability to analyze customer usage trends and convert data into actionable business insights.

• Strong problem-solving and organizational skills.

• Capability to manage multiple priorities in a dynamic, fast-paced environment.

• Experience in working cross-functionally with Sales, Product, Operations, and Support teams.

• Familiarity with mobile connectivity, IoT, eSIM technologies, and enterprise mobility solutions is an advantage.

🏝️ Benefits

• Opportunity for professional growth within a reputable, innovative, and expanding international company.

• Chance to be part of a team of highly skilled specialists in an international setting.

• Fully remote role.

• Medical benefits.