Lead, coach and develop a team of Customer Success Managers, setting clear objectives, conducting regular 1:1s, and driving professional growth and operational excellence.
Own the team's performance metrics, including NRR, churn, renewal rates and customer health, ensuring consistent achievement of targets.
Build and maintain strong relationships with Enterprise clients, providing strategic guidance to maximize upsell and expansion opportunities while minimizing churn.
Manage your own portfolio of few enterprise accounts alongside your team management responsibilities.
Act as the voice of the customer internally, collaborating closely with Product, Technical and Sales teams to drive platform improvements and align on business priorities.
Contribute to shaping the Customer Success strategy and playbooks, bringing best practices and scalable processes to the broader CS organization.
Play an active role in hiring and onboarding new CSMs to support team growth.

Proven experience in Customer Success within a SaaS environment (or related roles), with at least 2+ years in a leadership or managerial role.
Demonstrated ability to collaborate effectively across regions and cultures in an international setting.
Confidence in leading, inspiring, and growing a Customer Success team, with strong coaching, team development, performance management, and communication skills, and a strong customer-centric mindset.
Eagerness to deliver an exceptional customer experience, proactively reduce churn, troubleshoot client issues, think critically, and drive continuous process improvement in a data-driven and collaborative way.

Customer Success Manager, Team Leader

Key skills