Customer Success Team Lead

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

📋 Description

• Lead and guide a team of global Customer Success Managers (CSMs), ensuring they achieve and surpass performance objectives.

• Conduct regular performance evaluations and provide continuous feedback to team members.

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

• Present team performance and portfolio health reports to senior leadership.

• Handle high-level customer escalations and nurture strong relationships with key accounts.

• Collaborate cross-functionally with Operations, Sales, and Onboarding to eliminate obstacles for the team.

• Establish scalable processes for the team and digitize the customer journey.

• Mentor CSMs in facilitating strategic discussions with clients.

• Promote customer retention, upsells, and overall account growth for the SMB segment in the Americas.

• Elevate the standards of the Customer Success team through exceptional work, proactive suggestions for improvement, and effective internal collaboration.

⛳️ Requirements

• Demonstrated success in managing a team of 5+ CSMs within the B2B SaaS sector, preferably in an international context.

• Proven experience in successfully closing upsells and managing a significant number of accounts in a B2B SaaS environment.

• Outstanding communication and interpersonal abilities, with strategic thinking skills that align customer success strategies with business objectives effectively across various cultures and time zones.

• Proven capability to manage complex customer scenarios and de-escalate situations.

• Proficient in CRM systems, Customer Success tools, and Business Intelligence tools (Salesforce is highly preferred).

• Understanding of the SMB market and its specific challenges (preferred).

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

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career advancement.

• Flexible work environment with remote work options.

• Comprehensive health and wellness benefits.

• Collaborative and inclusive company culture.