Lead, coach, and develop a team of Customer Success Managers supporting Enterprise accounts.
Set clear goals, KPIs, and expectations; monitor performance and drive accountability.
Foster a high-performing, collaborative team culture focused on impact, growth, and continuous improvement.
Own and evolve Enterprise CS best practices across onboarding, adoption, health, renewals, and expansion.
Partner closely with Sales, Product, and Support to align on account strategy and customer outcomes.
Surface and synthesize customer feedback to inform product and go-to-market decisions.
Use customer data and insights to proactively identify risks and opportunities across the portfolio.
Build and deliver enablement programs to strengthen Enterprise CS skills (executive communication, value articulation, risk management).
Ensure the team stays current on product updates, industry trends, and customer use cases.
Monitor customer health, usage, and engagement across Enterprise accounts.
Provide regular reporting and insights on customer outcomes, retention, and team performance.
Translate data into actionable recommendations for leadership.

5+ years of experience in Customer Success, Account Management, or related roles, with at least 2 years in a leadership position.
Ability to lead, motivate, and develop a high-performing team.
Experience with SaaS products, ideally in global startup environment.
Ability to articulate value, confidently handle objections, and resolve customer issues.
Experience interacting and presenting at all levels of an organization.
Excellent communication and interpersonal skills, with a customer-centric mindset.
Ability to multitask, problem-solve, and work cross-functionally in a dynamic environment.
Ability to travel (30%).
Demonstrated success managing long-term partnerships in large organizations.
Strong analytical skills and the ability to interpret data to drive decisions.
Proficiency in CRM and Customer Success software tools.
Located in EST/ CST timezones.

A product that positively impacts people's lives every single day.
A team of amazing people with a shared vision and the infinite drive to make it happen.
Wide and generous health benefits.
Significant equity and 401(k) plans matched to 4%.
Flexible PTO + Additional mental health days off you can take any given moment simply because you need them.
Fully remote work environment.
Opportunity to build, grow, and become highly instrumental in shaping how technology can increase the effectiveness of therapy.

Customer Success Team Lead

Key skills