Customer Success Specialist Team Leader

As a Customer Success Specialist (CSS) Team Leader, you will be responsible for building and managing a regional CSS team to drive adoption and long-term value for ThousandEyes customers. You will play a critical role in developing the CSS function and building cross-functional relationships within the CS business and the wider TE organization. Your focus will be on increasing business revenue through overall adoption, value realization, success planning, and renewals. You will lead and manage a team of CSSs, support CS leaders, and deliver success metrics for the ThousandEyes business unit.

• Continually build and manage the regional Customer Success Specialist (CSS) team
• Drive adoption and long-term value realization for ThousandEyes customers
• Support CS leaders and teams in increasing business revenue, adoption, value realization, success planning, and renewals
• Lead and directly manage a team of regional CSSs, including recruiting, hiring, development, and performance management
• Support and deliver success metrics for the ThousandEyes business unit
• Provide coaching, support, training, and performance management for the CSS team
• Work with CS leaders to iterate approaches to account management and customer touch-points
• Master ThousandEyes value proposition and use cases to become a trusted advisor to customers and team members
• Oversee conflict resolution with internal and external stakeholders
• Help develop campaigns and playbooks for account strategies
• Plan, execute, and launch internal projects to improve consistency of CS operations
• Establish and measure team KPIs with regular reporting to executive level audience
• Identify customer trends, successes, and challenges and present a point of view on how to standardize and innovate success and services delivery
• Accountable for meeting defined CSS Team KPIs

• Strong leadership skills and ability to build effective teams
• Proven experience in Account Management, Customer Success, Sales, or related field
• Deep understanding of the customer journey and success in Enterprise SaaS
• Customer-focused mentality and passion for customer success
• Track record of operational excellence and process improvement
• Proficiency with CRM tools (Salesforce, Catalyst, Gainsight, etc.)
• Data-driven with a strong analytic background
• Experience creating and delivering presentations
• Ability to establish positive relationships across all functions (Sales, Product, Professional Services, Marketing, etc.)
• Ability to recruit, groom, and lead teams in a fast-paced environment
• Ability to excel in a high-growth company that requires rapid iteration and constant evolution

• Quality medical, dental, and vision insurance
• 401(k) plan with Cisco matching contribution
• Short and long-term disability coverage
• Basic life insurance
• Wellbeing offerings
• Up to twelve paid holidays per calendar year, including one floating holiday and a day off for the employee's birthday
• Up to 20 days of Paid Time Off (PTO) each year
• Paid time away for critical or emergency issues without using PTO
• Additional paid time to volunteer and give back to the community
• Ability to purchase company stock through Employee Stock Purchase Program
• Performance-based incentive pay for sales roles
• Quota-based incentive pay up to 100% revenue attainment against quota, with potential for increased rates beyond 100%
• Non-quota-based sales performance elements may be paid up to 125% of target
• No minimum threshold for sales incentive compensation to be paid
• Emphasis on diversity and inclusion in hiring process
• Recognition of the value of diverse teams
• Encouragement to apply even if not meeting every qualification