Customer Success Team Lead

Overview

As Customer Success Team Lead, you will guide and develop a high-performing CSM team across Associate, Trad, PMR and Investor Solutions to reduce churn and boost adoption and retention. You will lead by example, own team performance, and shape processes that drive commercial results. Collaborate with Account Management, Sales, Product and Marketing to improve GRR, NRR and overall customer satisfaction. This is a hands-on leadership role that emphasizes initiative and problem-solving at scale.

Pay / Benefits

• Health & Wellness: Health care coverage designed for the mind and body
• Flexible Downtime: Generous time off
• Continuous Learning: Access resources to grow your career
• Invest in Your Future: Competitive pay and retirement planning
• Family Friendly Perks: Perks for partners and children
• Beyond the Basics: Retail discounts and referral incentives

Responsibilities

• Lead and coach a team of Customer Success Managers
• Run 1:1s, team meetings, training and performance reviews
• Provide ongoing coaching through call/listening reviews and feedback
• Set clear performance expectations and accountability
• Own team KPIs across engagement, adoption, retention, GRR, NRR and renewals
• Utilize dashboards/CRM reporting to spot risks and opportunities
• Deliver clear performance updates to senior management
• Improve onboarding, engagement, renewal and risk-management processes
• Create playbooks, outreach templates and communications
• Maintain strong CRM hygiene and CS process adherence
• Support recruitment, onboarding and development of new team members
• Collaborate cross-functionally to enhance customer experience and commercial performance

Key requirements

• Previous experience leading or mentoring a Customer Success, Account Management or Client Services team
• Strong coaching ability to raise standards
• Self-starter mindset with ownership
• Proactive with ideas and challenging existing processes
• Hands-on leader who sets the example
• Strong commercial awareness and understanding of retention and customer value
• Highly organized with prioritization and execution skills
• Comfort with data/dashboards to drive action
• Excellent communication and stakeholder-management skills
• Experience with Salesforce, ChurnZero, Outreach or similar platforms
• Experience in financial services, data, SaaS or private markets is advantageous

• coaching and development
• ownership and initiative
• proactive problem-solving
• Salesforce
• ChurnZero
• Outreach

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