Customer Success Team Lead

Forerunner

13d•$130,000 - $150,000

About The Position

We’re looking for a Customer Success Team Lead to manage a team of senior Customer Success Managers (CSMs) overseeing Forerunner’s enterprise accounts. In this role, you’ll drive customer health and expansion, coach a high-performing team, and ensure that Forerunner consistently delivers measurable value to our government partners. You’ll be responsible for achieving key retention and growth metrics (ARR and health targets), monitoring account performance, and reporting results to leadership. You’ll also maintain a small book of business to stay close to customer needs and inform team strategy. As a key leader within our Go-To-Market organization, you’ll work cross-functionally with Sales, Product, and Implementation teams to ensure seamless delivery and long-term success for our customers.

Requirements

Have 8+ years of experience in Customer Success or Account Management in a SaaS or technology company, ideally managing enterprise or government clients.
Have prior experience managing or mentoring a team of CSMs or similar customer-facing roles.
Possess a strong understanding of ARR-based success metrics, customer health frameworks, and renewal/expansion motions.
Are analytical and data-oriented, able to translate customer insights and health indicators into actionable strategies.
Have excellent communication and interpersonal skills — you inspire confidence and collaboration across teams.
Are passionate about using technology to empower government organizations and improve civic outcomes.

Responsibilities

Lead and manage a team of senior CSMs responsible for Forerunner’s most strategic accounts.
Drive team performance toward ARR retention and customer health targets.
Conduct regular 1:1s to review progress, identify development opportunities, and proactively manage performance.
Own reporting and forecasting for renewal, expansion, and health metrics.
Build a culture of accountability, growth, and shared success.
Provide consistent coaching, mentoring, and career development opportunities for your team.
Partner with CSMs, RevOps, Product, and Marketing to improve playbooks, enablement, onboarding, and ongoing education.
Support hiring, onboarding, and training of new CSMs.
Maintain a small portfolio of strategic accounts to stay connected to customer needs and inform strategy.
Partner with Sales and Product to ensure strong alignment from pre-sale through renewal.
Collaborate with Marketing and Product to surface customer stories, feedback, and insights that shape the roadmap.
Monitor customer health, identify risks or opportunities, and take proactive steps to ensure long-term success.