Team Lead – Success at Scale

This is a fully remote position, open to applicants in Alabama, +33 more states.

📋 Description

• Lead, mentor, and develop a team of Client Success Managers.

• Establish goals and ensure the team meets client satisfaction, retention, and engagement objectives.

• Oversee team capacity and coverage.

• Recruit, onboard, and train new team members.

• Foster a culture of accountability and client advocacy.

• Manage the multi-touch outreach program, ensuring that all FMG and Agency Revolution clients receive a monthly personal touch through calls, group training, and emails.

• Create and uphold clear outreach playbooks and communication cadences.

• Track client health, adoption, and retention metrics.

• Proactively identify at-risk accounts and serve as an escalation point for complex client scenarios.

• Collaborate with Sales, Product, Marketing, and Support teams on post-launch communication of new features.

• Transform client feedback and market insights into product enhancements.

• Optimize team processes and tools, incorporating AI and automation where applicable.

• Present team performance and client results to leadership.

⛳️ Requirements

• Demonstrated experience leading a client success, account management, or support team, ideally in insurance, financial services, or technology sectors.

• Proven track record of managing retention and satisfaction for a substantial, high-volume client portfolio.

• Strong coaching capabilities with a history of talent development and fostering accountable teams.

• Exceptional communication and relationship-building abilities with clients, colleagues, and executives.

• Data-driven and analytical, skilled in utilizing client health and retention metrics for decision-making.

• Highly organized and proactive problem solver, capable of quick adaptation.

• Willingness to embrace new tools, including CRM systems, client success platforms, and AI-driven workflows.

• Access to a private, secure workspace free from distractions.

• Availability during the designated work hours for regular responsibilities.

• Reliable internet connection with minimum speeds of 5 Mbps down / 3 Mbps up.

🏝️ Benefits

• Generous paid holiday schedule, including a full week off for the Winter Holiday Shutdown.

• Paid vacation, sick days, parental leave, and bereavement leave.

• Medical insurance with $0 co-pay.

• Telehealth plan.

• Dental insurance.

• Vision insurance.

• Health Savings Account (HSA) with significant employer contributions.

• Flexible Spending Accounts (FSA).

• Company-paid Life Insurance and Accidental Death & Dismemberment (AD&D) coverage.

• Company-paid Short & Long Term Disability coverage.

• Company-paid Employee Assistance Program (EAP).

• Matching 401(k) with immediate full vesting.

• On Demand Pay with same-day deposit.

• Internet reimbursement.

• Gym reimbursement.

• Work computer equipment provided.

• In-person and virtual employee events.

• FMG swag.

• Equal opportunity and accommodation support.