CSM Team Leader (Enterprise) - Remote

Overview

Superside is expanding its Customer Success team and looking for an experienced CSM Team Lead with deep expertise in the marketing domain to manage a team of Customer Success Managers supporting top-tier customers like Vimeo, Reddit, Figma, and Novartis.

In Short

• Own and deliver on priorities for your assigned portfolio of customers
• Engage with and advise key stakeholders at top accounts
• Serve as a reliable and effective escalation point for customer issues
• Serve as a key listening post for and synthesizer of customer feedback
• Improve the customer journey
• Provide your team with clear direction, tying it to company mission and goals
• Enable your team through Learning and Development, on-the-job coaching, and cross-functional problem-solving
• Promote a high-performance environment and steward the performance management process
• Manage the team’s work to financial and operational targets
• Help identify and prioritize meaningful operational improvements

Requirements

• 10+ years of customer-facing experience, in account management, Customer Success, or related roles within Creative/Ad Agencies, MarTech, or GTM SaaS.
• Enterprise customer management experience and a working knowledge of the marketing craft in the enterprise environment.
• 3+ years of people management experience.
• Passion for enabling customers and teams.
• Active listening skills, for customer and team discovery and solutioning.
• Structured problem-solving skills, including the ability to balance multiple, sometimes conflicting, considerations.
• Business, operational, and analytic acumen.
• Emotional intelligence, especially as relates to change management.
• Exceptional English communication skills, with the ability to present ideas, build trust, and influence stakeholders at all levels.

Benefits

• Opportunity to work with top-tier customers
• Engagement in a high-performance environment
• Learning and development opportunities
• Supportive team culture
• Impactful role in customer success