# Team Lead, Customer Success

**Company:** [CodeSignal](https://hotfix.jobs/companies/codesignal)
**Location:** Remote
**Role:** Customer Success
**Salary:** $150k – $200k/yr
**Experience:** 5+ years
**Skills:** Customer Success, SaaS, Team Leadership, Customer Retention, Account Expansion, KPI Tracking, Renewal Management, Customer Health Metrics, Playbook Development, Cross-Functional Collaboration
**Posted:** 2026-06-04

> Lead and develop a team of CSMs serving SMB and mid-market customers. Drive retention, expansion, adoption, and advocacy while building scalable CS processes and hitting team revenue targets.

## Job Description

## Team Leadership & Development
- Hire, lead, coach, and develop a high-performing team of Customer Success Managers
- Establish clear performance metrics (both leading and lagging indicators) and career development paths
- Conduct regular 1:1s, team meetings, and performance reviews
- Identify skill gaps and implement training programs to enhance team capabilities
- Build a positive, collaborative team culture that drives high performance and retention

## Customer Success Strategy
- Design and optimize customer journeys from onboarding through renewal
- Create and refine playbooks for customer onboarding, adoption, expansion, renewal, and advocacy
- Establish standardized processes that balance customization with scalability
- Collaborate with Solutions Engineering, Sales, Marketing, and Product teams to ensure alignment

## Revenue Retention & Growth
- Achieve team targets for adoption, GRR, NRR, relationship and activity indicators
- Own renewals and work with Sales leaders to identify and execute expansion opportunities
- Develop early warning systems to identify at-risk accounts
- Implement rescue strategies for vulnerable accounts
- Partner with Sales on expansion opportunities and renewal forecasting

## Customer Experience & Advocacy
- Define and monitor customer health metrics across segments
- Establish feedback loops to gather and act on customer insights
- Develop customer success programs that drive platform adoption and value realization
- Build deeper relationships with strategic customers within the segment
- Create and manage customer advocacy initiatives and build direct relationships with Customers
- Identify and develop customer references and case studies

## Operations & Reporting
- Develop and track KPIs for team performance and customer success
- Create regular reporting on customer health, renewal forecasts, and team performance
- Optimize resource allocation across the team based on customer needs and potential
- Collaborate with other departments to resolve cross-functional challenges
- Manage team budget and resource planning

## Cross-Functional Leadership
- Partner with Solutions & Sales Engineering on implementation and renewals and expansion
- Partner with Product Management to represent customer needs in the roadmap
- Collaborate with Marketing on customer marketing initiatives
- Work with Sales on smooth customer handoffs and account expansion
- Coordinate with Support on escalation management
- Engage with Executive Leadership on strategic initiatives and reporting

## Bonus Skills
- Startup experience a plus
- Understanding of skills intelligence, talent acquisition, or learning is a plus
- Strong demonstrated experience building and managing high performing SaaS Customer Success teams
- Experience working in a flexible and high-paced environment while supporting a high volume of accounts
- Strategic perspective on Customer Success as a function with a focus on driving value to all stakeholders
- Detail oriented in your organization and meticulous about prioritization and time-management

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**Apply:** https://hotfix.jobs/jobs/cce46d10-9eb6-4e93-9642-711da19c52fc
**Canonical:** https://hotfix.jobs/jobs/cce46d10-9eb6-4e93-9642-711da19c52fc