Team Lead, Customer Success

About the Opportunity

The organization serves global manufacturers by powering manufacturing uptime through the delivery of an unparalleled condition monitoring experience, with a passion to care about the assets customers care for every day. The organization is powered by a devoted and capable team that includes world-renowned engineers and distinguished business leaders united by a common goal – To build the future of predictive maintenance. As the organization enters the next phase of rapid growth, it is seeking people to help lead the journey.

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: Experience in the manufacturing industry or with predictive maintenance technology.
• FAMILIARITY: With CRM platforms and remote communication tools.
• ADDITIONAL LANGUAGE SKILLS: Beyond English are a plus.

What We Offer

• A competitive compensation package including stock options.
• A flexible work schedule.
• A comprehensive benefits including retirement plan match.
• Opportunity to make a real impact every day.
• To work with a dynamic and growing team.
• Unlimited PTO.