Customer Success Team Lead (Implementation)

Datarails

5h•$120,000 - $150,000•Remote

About The Position

The Customer Success Team Lead (Implementation) manages a team of Implementation CSMs and Datarails resources to deliver high-quality platform implementations that meet or exceed customer expectations. The role oversees the implementation process from initial planning through final deployment, with projects completed on time and within sales-scoped hours. The Team Lead also serves as a technical focal point, customer escalation point, and partner to internal teams, while maintaining a small portfolio of approximately 2–4 customers. The position is 100% remote anywhere in the United States. Employees may work their local time zone and have flexibility to own their schedules. The company states that it does not offer sponsorship or relocation assistance.

Requirements

At least 5 years of industry experience and/or at least 1 year of experience at Datarails, ideally in a customer-facing role.
Ability to work independently and collaborate with management to improve organizational operations.
A track record of building and maintaining strong collegial relationships, sharing knowledge, and mentoring team members.
Strong communication skills, including the ability to handle difficult conversations, raise concerns, ask customers questions, and provide feedback to team members.
Strong customer skills and ability to act as an escalation point and lead challenging customer implementations.
For internal candidates: in-depth understanding of Datarails products, sales, and processes, and a demonstrated track record of success in their current Datarails role.
Strong relationships with key internal stakeholders and deep understanding of the company’s customer base.

Nice To Haves

Experience serving as an onboarding buddy for new hires.

Responsibilities

Manage, hire, train, coach, and develop a team of Implementation CSMs.
Hold weekly one-on-ones focused on team members’ growth and career paths; conduct performance reviews and provide constructive feedback.
Build a collaborative, high-performance team culture through coaching, knowledge-sharing, open dialogue, and discussion of implementation practices.
Oversee multiple implementation projects, providing guidance and serving as the technical focal point.
Oversee project plans, timelines, and scoped hours for team implementations.
Review and approve implementation conclusions and handoffs to the live team to ensure customer expectations are met.
Identify and escalate project risks and issues to Customer Success leadership and relevant teams, including Sales, Product, and R&D.
Act as an escalation point for customers and team members, provide guidance on customer issues, and support customer calls to determine next steps.
Conduct customer status meetings, provide detailed project updates, and monitor implementation progress and feedback.
Maintain a small portfolio of approximately 2–4 customers and stay current on product updates.
Collaborate with Sales, the live team, and Product to continually improve the customer journey.
Share customer needs and potential product enhancements with Product and participate in the Product expert group.
Provide feedback to the pre-sales team on implementation-scoping documents.
Continuously improve implementation processes and methodologies, including the implementation playbook and subprocesses.

Benefits

Meaningful equity.
401(k) plan with up to 4% matching.
HSA and FSA options.
100% paid medical, dental, and vision coverage for employees.
Dependent coverage with 100% paid medical and 80% paid dental and vision coverage.
$540 per year toward glasses, sunglasses, or contact lenses from XP Health for employees enrolled in a Guardian Vision plan.
Calm app membership.
Paternity leave.
Flexible, unlimited sick time and PTO; the company recommends 18–25 vacation days annually.
12 paid company holidays.
Life insurance.
CPA/CFA license renewal reimbursement.