Customer Success Lead

Responsibilities

Hands-on Business Leadership

• Develop a deep understanding of customers and the factors driving their success.
• Build and refine processes, playbooks, and automations that enable efficient, scalable customer impact.
• Own CSM territory planning, balancing current priorities with business, territory, and talent needs 1–2 quarters ahead.
• Establish an operating cadence focused on customer priorities and escalation of risks or blockers.

People Management

• Recruit, develop, and retain high-performing Customer Success Managers.
• Drive productivity through automation and scalable practices.
• Identify team members’ strengths and growth areas, provide regular feedback, maintain development plans, and support career progression.

Stakeholder Partnership and Communication

• Partner with Sales, Product, and Support to align the customer journey.
• Represent the customer internally by advocating constructively, influencing decisions, and removing obstacles.
• Handle conflict and complex conversations with clarity and empathy.
• Communicate company and departmental direction transparently.

Operational Excellence

• Establish an operating rhythm that provides visibility into onboarding, value realization, and customer risk.
• Use data to inspect and improve performance, analyze trends, identify insights, and coach the team.

Requirements

• 2+ years of people management experience, including hiring, developing, and retaining high-performing individual contributors.
• 10+ years of experience in Customer Success, Professional Services, Account Management, or another customer-facing role, including experience supporting large enterprises.
• Proven ability to collaborate cross-functionally with internal and external stakeholders.
• Technology industry experience and relevant subject-matter expertise.
• Bachelor’s degree or higher, preferably in a technical or engineering field.

Nice-to-Haves

• Experience leading remote teams across multiple regions or countries.
• Familiarity with AI and automation tools; experience with n8n is a plus.
• Startup or scale-up experience in fast-changing, high-growth environments.

Compensation and Benefits

• Competitive compensation.
• Equity ownership.
• US time off: 20 vacation days, 8 sick days, plus public holidays.
• Medical, dental, and vision coverage, including low-premium medical plans and a no-cost premium HDHP option with a pre-seeded HSA.
• 401(k) retirement plan with a 4% employer match.
• Company-paid short- and long-term disability insurance and life insurance.
• €1,000, or equivalent, annually for courses, books, events, or coaching.