Customer Success Team Lead

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

📋 Description

• Take ownership of team performance regarding retention, expansion, engagement, adoption, and activity KPIs; proactively identify performance gaps and develop action plans at both individual and team levels to enhance results.

• Facilitate weekly one-on-one meetings and review client calls to offer ongoing feedback and coaching opportunities for team members.

• Examine customer data and trends to uncover opportunities for process improvements and strategic initiatives.

• Provide reports on team performance and portfolio health to senior leadership.

• Handle high-level customer escalations while fostering strong relationships with key accounts.

• Collaborate cross-functionally with Operations, Sales, and Onboarding teams to address and resolve obstacles.

• Consistently elevate the standards of the Customer Success team through high-quality work, proactive improvement suggestions, and strong internal collaboration.

• Lead portfolio-management practices across a high-volume Mid-Market book of business, assisting CSMs in prioritizing risks, growth opportunities, strategic engagements, and proactive outreach.

• Oversee and cultivate the Mid-Market segment within the United States.

• Lead a team of 7 CSMs across the U.S., Canada, and Mexico responsible for managing over 500 clients.

• Promote customer retention, upsells, and overall account growth.

• Assist the Director in establishing scalable processes, enhancing the customer journey, and coaching CSMs on strategic client interactions.

⛳️ Requirements

• Demonstrated success in managing 3 or more CSMs within the B2B SaaS landscape.

• Proven experience in successfully closing upsells, navigating contract negotiations, and managing a substantial number of accounts in a B2B SaaS setting.

• Exceptional communication and interpersonal skills, alongside strategic thinking capabilities to effectively align customer success strategies with business objectives across diverse cultures and time zones.

• Proven ability to manage complex customer situations and de-escalate issues effectively.

• Skilled in crafting and delivering innovative solutions tailored to mid-market customers.

• Proficient in CRM systems, Customer Success tools, and BI tools, with a strong preference for Salesforce.

• Familiarity with the Mid-Market sector and its specific challenges is preferred.

• Experience in the short-term rental industry is considered a significant advantage.

🏝️ Benefits

• Equal employment opportunities regardless of race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.