CUSTOMER SUCCESS TEAM LEAD (Canada)

SalesCloser AI is an advanced conversational AI platform seeking a Customer Success Team Lead to oversee their Customer Success Team. The role involves managing customer lifecycle processes, defining KPIs, and fostering a customer-first culture while working closely with various teams to ensure customer success.

Responsibilities:

• Own onboarding, handoffs, and lifecycle playbooks from close to renewal
• Define customer engagement models by segment (SMB / Mid-Market / Enterprise)
• Ensure clear ownership and accountability at every stage of the lifecycle
• Define and own KPIs across all CS functions (adoption, health, churn, NRR, renewals)
• Establish weekly and monthly operating cadence and performance reviews
• Drive forecasting accuracy for renewals and expansion
• Hire, onboard, and scale critical CS roles as the business grows
• Coach and performance-manage CSMs, Support, and Solution Engineering
• Build a high-accountability, customer-first culture
• Own churn prevention strategy and early risk identification
• Ensure every at-risk account has a documented mitigation plan
• Partner with Sales on expansion readiness, timing, and qualification
• Support renewals and expansions with clear value articulation
• Partner closely with VP Sales on retention modelling, forecasting, and GTM alignment
• Align CS with Product to close feedback loops
• Act as the voice of the customer internally
• Own CS tooling and data hygiene (CRM, health scoring, reporting)
• Ensure consistent documentation, notes, and account plans
• Drive operational discipline and eliminate reactive fire drills
• Other duties as assigned