About the position
is the market leader in web accessibility solutions, enabling businesses to be proudly inclusive brands with accessible websites. is more than a workplace, it's a key player in a social justice movement. Working here means that you are surrounded by people who share the same goals and values as you, and who are working passionately to break down accessibility barriers, making the internet a more inclusive space for everyone. We respect and appreciate all people, regardless of their abilities. We hire people who are determined to succeed and are not afraid of rapid change. By collaborating with the disability communities and making web accessibility an option for every business, we are creating real change and making an impact on the world. We are looking for an experienced Customer Success Team Lead to join our team and drive customer retention and satisfaction. In this role, you'll lead and mentor a team of Customer Success Managers, ensuring they are equipped to build strong, scalable relationships, proactively address customer needs at scale, and deliver value throughout the customer journey. You will play a key role in developing and executing strategies to minimize churn, increase loyalty, and maximize customer lifetime value. Your focus will be on guiding your team to deeply understand customer goals, resolve issues effectively, and identify growth opportunities — all while championing a customer-first mindset across .
Responsibilities
- Lead, mentor, and support a team of Customer Success Managers focused on driving customer retention, satisfaction, and growth.
- Develop and execute scalable customer success strategies that align with organizational objectives and customer needs.
- Analyze account health and usage trends to proactively identify risk and expansion opportunities.
- Partner with Sales, Product, and Support teams to deliver a seamless and cohesive customer experience.
- Build and maintain strong customer relationships through strategic engagement and value-driven conversations.
- Establish and monitor KPIs related to customer health, retention, and team performance.
- Continuously improve processes, playbooks, and engagement models to elevate the team's impact and customer outcomes.
Requirements
- Bachelor's degree in business, marketing, or a related field — or equivalent professional experience.
- Proven track record in Customer Success, Account Management, or Customer Retention roles, preferably in a SaaS environment.
- Strong leadership experience with the ability to coach, develop, and empower a customer-facing team.
- Exceptional communication and interpersonal skills, with a passion for customer advocacy.
- Data-driven mindset with the ability to translate insights into actionable strategies.
- Proficiency with CRM and CS platforms (e.g., Salesforce).
- Familiarity with customer journey mapping, health scoring, and customer lifecycle management.
- Results-oriented, highly organized, and committed to delivering best-in-class customer experiences.
Nice-to-haves
- If you are passionate about driving growth, enjoy navigating complex sales environments, and have a proven track record of strategic business development, we encourage you to apply.
Benefits
- The salary band for this position ranges from $125,000-$140,000 base salary, based on your experience and skill set.
- Health, dental, and vision insurance.
- 401(k) savings plan.
- Career Planning and Growth Opportunities.
- Opportunity to be a key employee of the world leader in online accessibility.
