Team Lead, Customer Success

What's the Opportunity

The Customer Success Team Lead is a strategic, hands-on role responsible for managing and guiding a team of Customer Success Managers (CSMs). This position plays a vital role in scaling our customer success function and ensuring top-tier service delivery, with a focus on client retention, growth, and satisfaction. You'll also foster team development, support strategic initiatives, and help shape the future vision of AssetWatch's customer success journey.

This role is located in the United States.

Team Management & Leadership

• Supervise, coach, and develop a team of CSMs, focusing on best practices, account strategies, and growth opportunities.
• Drive career progression within the team, ensuring each CSM has a clear development path and regular access to professional growth opportunities.
• Conduct regular check-ins, performance reviews, and professional development sessions with team members.
• Monitor key customer success metrics (e.g., NPS, retention, and account health), identifying and implementing corrective actions when needed.
• Support team members in contract renewals and upsell/cross-sell initiatives, assisting with escalations as necessary.
• Collaborate with the Director of Customer Success to implement and evolve processes, playbooks, and SOPs that enhance team efficiency and client satisfaction.
• Coach CSMs to drive strong account health, proactively identifying risks and implementing solutions to address potential issues.
• Guide the team to conduct regular business reviews and strategic planning sessions that align with client goals and surface growth opportunities.

Cross-Functional Collaboration

• Collaborate closely with Product, Engineering, and Sales teams to deliver consistent value and address customer needs and expectations.
• Partner with the Product team to provide client-driven feedback, prioritize requests, and support the rollout of new features.
• Work with Marketing and Sales to align on customer goals related to CARR (Contracted Annual Recurring Revenue) and ARR (Annual Recurring Revenue) targets.

Process Improvement

• Help implement tools and processes that increase team efficiency and streamline customer communications and support.
• Contribute to strategic projects aimed at improving the customer experience, account management practices, and scaling customer success operations.
• Actively participate in developing customer-facing resources and documentation that enhance onboarding, training, and account management.

Qualifications

• 4+ years of experience in customer success, account management, or a related field, with 2+ years in a team lead or supervisory role.
• Proven ability to lead, motivate, and develop a team of customer success professionals, ensuring consistent achievement of customer and business goals.
• Track record of exceeding customer retention and expansion targets, with the ability to build strong, trusted customer relationships.
• Strong organizational and project management skills, with the ability to balance individual customer account management with team leadership responsibilities.
• Fluency in English.

Preferred Qualifications

• Experience in the manufacturing industry or with predictive maintenance technology.
• Familiarity with CRM platforms (Salesforce preferred) and remote communication tools (Zoom, Slack, etc.).
• Additional language skills beyond English are a plus.

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