Customer Success Team Lead

Overview

In this role you will lead the M&A Deals Customer Success team to deliver exceptional client experiences. You’ll coach and develop CSMs, standardize scalable processes, and partner with Product, Sales, Marketing and Account Management to maximize product value and customer satisfaction. You’ll drive adoption, retention and revenue health while building scalable CS programs in a fast-growing environment. This is a hands-on leadership role with a focus on people, processes and performance, shaping how customers realize value from the platform.

Pay / Benefits

• Health & Wellness: Health care coverage designed for the mind and body
• Flexible Downtime: Generous time off
• Continuous Learning: 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 referrals

Responsibilities

• Lead, coach and develop a team of Customer Success Managers; conduct regular 1:1s and performance reviews
• Design and implement scalable CS processes; create playbooks, templates, and onboarding/engagement/risk management workflows
• Own team KPIs (engagement, product adoption, retention, GRR, NRR, renewals) and manage monthly commissions
• Monitor dashboards/CRM to identify trends, risks and coaching opportunities; ensure CRM hygiene
• Drive best-in-class customer service standards; support escalations and proactive engagement
• Collaborate with Product, Sales, Marketing and Account Management to capture feedback and prioritize enhancements
• Recruit, onboard and develop CS talent as the team scales

Key requirements

• Experience leading or mentoring Customer Success, Account Management or Client Services teams
• Strong coaching and people development skills
• Excellent time management and prioritization
• Proactive self-starter with process improvement mindset
• Excellent communication and stakeholder management
• Analytical mindset with ability to interpret dashboards and metrics
• Experience using CRM/CS platforms such as Salesforce, ChurnZero, Outreach or similar
• Comfort with a fast-paced, evolving environment
• Experience in financial services, data, SaaS or private markets is advantageous

• coaching and people development
• strong communication
• stakeholder management
• Salesforce
• ChurnZero
• Outreach

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