Manager of Customer Success

Role Purpose

The Customer Success Team Lead plays a pivotal role in ensuring the success and satisfaction of our clients. They are responsible for leading a team of Customer Success Managers, providing guidance, support, and resources to ensure they effectively engage with customers, understand their needs, and drive value from our products or services. The Team Lead fosters a culture of proactive customer support, strategizes ways to enhance customer experience, and collaborates cross-functionally to address customer challenges and opportunities. The Team Lead also carries a small personal book of business, leading by example through direct customer engagement, success planning, renewal execution, and expansion identification. Ultimately, the Customer Success Team Lead aims to maximize customer retention, expansion, and advocacy through exceptional service and relationship-building efforts.

This role balances team leadership with direct account ownership; the Team Lead is expected to maintain an active customer cadence while running the team’s operating rhythm (health reviews, renewal readiness, escalations, and playbook execution).

Responsibilities:

• Provide leadership and guidance to the Customer Success team, fostering a culture of excellence, collaboration, and accountability.
• Develop and implement training programs, resources, and best practices to enable Customer Success Managers to effectively engage with customers and drive value.
• Act as a point of escalation for complex customer issues, providing support and guidance to ensure timely resolution and customer satisfaction.
• Collaborate with cross-functional teams, including sales, product, and support, to align strategies and resources for maximum customer impact.
• Analyse team performance and customer feedback to identify areas for improvement and implement action plans to enhance the customer experience.
• Own and manage a defined portfolio of customer accounts in parallel with team leadership responsibilities, serving as the primary point of contact and quarterback for outcomes delivery.
• Lead customer success planning, adoption/value realization motions, and periodic business reviews for assigned accounts; ensure measurable outcomes are defined, tracked, and communicated to stakeholders.
• Drive renewal readiness for owned accounts, including early risk identification, mitigation planning, and proactive executive engagement to protect retention.
• Identify, qualify, and advance expansion opportunities within owned accounts in partnership with Sales (e.g., new product adoption, additional use cases, cross-sell/upsell).
• Coordinate cross‑functional resources (Sales, Support, Product, Professional Services) to resolve blockers, manage escalations, and align delivery expectations to customer goals.

Essential:

• Previous experience in customer success or account management roles.
• Understanding of the customer engagement industry trends and best practices.
• Knowledge of customer success methodologies and frameworks.
• Familiarity with the organisation's products or services and their value propositions.
• Proficiency in using customer relationship management (CRM) software and other relevant tools.
• Demonstrated experience directly managing a book of business in a customer-facing role, including renewals, risk management, and expansion identification.
• Executive presence and ability to lead customer-facing conversations (business reviews, renewal strategy discussions, escalation recoveries).
• Strong operational discipline in managing account health signals, priorities, and follow-through across multiple concurrent customer threads.

Desirable:

• Leadership or management training and certifications are a plus.