Team Lead, Customer Success - Remote

Overview

StarRez is seeking a Team Lead, Customer Success to play a pivotal role in driving customer satisfaction, retention, and growth. This position is a hybrid of people leadership and customer relationship management, responsible for coaching and supervising a team of CSMs while also maintaining a small book of business.

In Short

• Lead, coach, and mentor a team of Customer Success Managers (CSMs).
• Conduct regular 1:1s with CSMs to review accounts.
• Oversee onboarding and training for new team members.
• Act as an escalation point for complex customer issues.
• Monitor team performance against KPIs tied to NRR and customer health.
• Maintain a select portfolio of customers.
• Drive adoption and customer satisfaction through regular engagement.
• Contribute to the design and improvement of Customer Success programs.
• Provide monthly reporting to leadership on customer health.
• Partner cross-functionally to enhance the overall customer experience.

Requirements

• 2+ years in a Customer Success role.
• Experience leading or mentoring peers.
• Strong communication and facilitation skills.
• Strong problem-solving and judgment skills.
• Proficiency with Salesforce or similar CRM.

Benefits

• Full benefits including health care and paid time off.
• A supportive team environment with emphasis on learning.
• Opportunity to be part of a well-established company.
• 401k plan with company match for eligible team members.
• You will learn, grow, and be appreciated for your contributions.