Team Lead, Customer Success - Commercial - US m/f/d

Our Mission:

We empower brands to deliver smarter, faster, and more impactful digital experiences across the entire customer journey.

About the role

You will lead and develop a team of Commercial CSMs while managing a reduced portfolio of customers, driving retention, satisfaction, and scalable growth across the Commercial segment.

Responsibilities

• Lead and develop a team of Commercial CSMs
• Manage a reduced portfolio of customers
• Drive retention, satisfaction, and scalable growth across the Commercial segment
• Build or refine CS processes and playbooks
• Use data to drive decisions
• Navigate complex accounts as a resourceful critical thinker and problem-solver
• Bridge the gap between technical and non-technical teams
• Continuously learn and adapt in an evolving environment

Requirements

• Proven experience in client-facing SaaS or digital optimization (6+ years managing enterprise accounts)
• 2+ years of direct people leadership in high-growth, scaling, or organizational change environments
• A track record of driving NRR and retention outcomes across a portfolio
• Familiarity with CS tooling (ChurnZero or equivalent, Gong, CRM)
• A basic understanding of how websites work (HTML, CSS, JavaScript — bonus for React, Vue.js, Server-Side Rendering, SPA, APIs, or SDKs)

Qualifications

• Confidence in navigating complex accounts as a resourceful critical thinker and problem-solver
• A resilient, solutions-oriented mindset
• Eagerness to continuously learn and adapt in an evolving environment

Skills

• Client-facing SaaS or digital optimization experience
• People leadership experience
• CS process and playbook building experience
• Data-driven decision making
• Website understanding (HTML, CSS, JavaScript)

Benefits

• Permanent full-time contract
• Up to 3 days of remote work per week
• Opportunities for professional growth, education, and upward mobility
• International culture with a diverse, global team across 8 countries

Pay

TBD

Schedule

Full-time

Application Instructions

Submit your resume and cover letter detailing why you'd be a great fit for this role.

Interview Process

• Discovery interview with our Talent Acquisition Specialist
• Hiring Manager interview with our Head of Customer Success, North America
• Case study presentation with a team member
• Final meeting with peers from the broader Customer Success team