Customer Success Team Lead

Customer Success Team Lead

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A rapidly growing, VC-backed technology company is recruiting a hands‑on Customer Success Lead to manage and mentor the U.S. Customer Success team while actively managing key customer relationships. The company already serves major global industry leaders and seeks a driven leader to join their expanding team.

• Team Leadership:
  Manage, mentor, and support Customer Success Managers (CSMs) in their day‑to‑day work.
• Escalation Management:
  Serve as the primary escalation point for customer issues and requests, providing feedback to the team to help resolve blockers.
• Process Excellence:
  Ensure consistent execution of onboarding, training, and support processes.
• Account Health:
  Monitor customer usage, adoption, and engagement across accounts.
• Product Feedback:
  Collect and communicate customer feedback directly to Product and Operations teams.
• Sales Support:
  Assist in pre‑sales and post‑sales conversations when deeper product expertise is required.

• Player‑Coach Mentality: A hands‑on leader who enjoys working directly with customers.
• Experience:
  
  6+ years proven experience managing or mentoring customer‑facing teams while carrying your own book of business.
• Communication:
  Excellent written and verbal communication skills in English are a must.
• Global Mindset:
  Comfortable working with global customers across different regions and cultures.
• Operational
  
  Skills:
  
  Highly organized, detail‑oriented, and proactive in problem‑solving.
• Preferred Background: A background in Architecture, Design, or Prop Tech is a plus.
• Languages:
  
  Additional languages (such as French, Japanese, or Korean) are a plus.

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