Customer Success Team Lead - Remote

Overview

Are you a customer-centric leader with a passion for building high-performing teams in a fast-growing SaaS environment? We’re looking for a Customer Success Team Lead to empower a team of Account Managers to deliver exceptional client experiences, improve retention, and help our customers get the most value out of our platform.

In Short

• Provide hands-on coaching, feedback, and support to a team of SaaS Account Managers
• Translate company and departmental goals into clear, actionable plans
• Distribute work and manage team bandwidth across accounts and strategic initiatives
• Conduct weekly 1:1s, performance check-ins, and ongoing development plans
• Partner with leadership to recruit, onboard, and retain top customer success talent
• Manage a small book of business to stay connected to customer needs and product usage
• Serve as an escalation point for complex issues, working cross-functionally with Product, Engineering, and Support to deliver fast resolutions
• Ensure proactive client touchpoints, QBRs, and health checks are consistently executed
• Monitor customer health scores, adoption metrics, and feedback loops to identify risks and opportunities
• Lead or contribute to internal initiatives focused on tooling, process improvement, and customer lifecycle management

Requirements

• 3+ years in a customer success or account management role, with at least 1 year of people leadership in a SaaS environment
• Experience managing escalated customer situations with a calm, solutions-oriented approach
• Deep understanding of the SaaS customer journey, from onboarding through expansion and renewal
• Strong communication and collaboration skills, with a history of cross-functional partnership
• Familiarity with customer success platforms (e.g., Gainsight, ChurnZero), CRM tools (e.g., Salesforce, Dynamics), and analytics dashboards
• Excellent organizational, time-management, and prioritization abilities
• Experience managing a remote or distributed team
• Background in B2B SaaS or high-velocity sales environments
• Exposure to product-led growth (PLG) or CS-led expansion strategies
• Building customer health score frameworks or success playbooks

Benefits

• Competitive salary and performance-based bonuses
• Comprehensive health benefits
• Flexible working hours
• Opportunities for professional development and advancement
• Supportive team environment