Customer Success, Team Lead - North America

Employer Industry: Technology and Software Solutions

• Opportunity for career advancement and growth within the organization
• Work remotely anywhere within the continental U.S.
• Supportive and collaborative work environment
• Chance to make a positive impact on customer experiences by solving long wait times
• Join a fast-paced, growing technology scale-up with a strong culture and benefits
• Engage in strategic advisory roles with valued customers

• Lead and develop a high-performing Customer Success team, instilling a culture of curiosity and continuous learning
• Deliver measurable impact by exceeding industry benchmarks for key metrics such as NRR, GRR, and CSAT
• Own the customer journey from onboarding through renewals, implementing data-driven best practices
• Serve as a strategic advisor to key North American customers, providing expert guidance on product and market strategies
• Collaborate cross-functionally with Sales, Support, Product, and Marketing teams to drive customer success initiatives

• 8+ years of experience in B2B-SaaS Customer Success, with at least 4 years in a leadership role
• Proven experience scaling Customer Success organizations, managing hiring, training, and performance management
• Demonstrated ability to achieve high Net Revenue Retention (NRR) rates
• Strong understanding of customer success metrics and best practices
• Excellent communication and collaboration skills

• Experience in both Enterprise and Mid-Market segments of B2B SaaS
• Background in developing lifecycle playbooks and processes for customer success
• Familiarity with AI-driven tools and metrics to enhance team efficiency
• Previous experience as a strategic advisor to senior leadership or key clients
• Proven success in championing customer feedback to influence product development

#Technology #Customer Success #Remote Work #Career Growth #SaaS

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