Customer Success Team Lead

Lineslip Solutions Inc.•New York, NY

3d•Remote

About The Position

LineSlip Solutions is an award-winning SaaS company bringing the digital revolution to the risk and insurance world. Our Commercial Insurance Risk Intelligence (CIRI) platform converts complex program documents into data-rich dashboards, giving risk executives instant access to the information they need to manage exposure, communicate with stakeholders, and make faster, smarter decisions. We work with some of the most recognizable companies in the industry and we are scaling. We are building a CS organization that matches the sophistication of the customers we serve. This is not a role for someone looking to manage a mature, process-heavy team. It is a role for someone who wants to set the standard, build the playbook, lead by example, and grow into owning the function. The right person will be the best CSM in the room and will make everyone around them better. You will lead a team of CSMs, own the renewal motion, and serve as the primary bridge between our customers and the rest of the business.

Requirements

5–8 years of enterprise B2B SaaS customer success, renewals, or account management experience
Background in or strong familiarity with commercial insurance, corporate risk management, or financial services. You understand how risk managers and treasury teams think and operate
Demonstrated track record of retention and expansion results across a complex, multi-stakeholder book of business
Experience informally leading, mentoring, or coordinating other CSMs — you do not need a people management title, but you need to have been the person others look to
Can build a renewal motion without an existing playbook. You've done this before or you are clearly ready to
Comfortable operating in an environment where the infrastructure is still being built. You see that as an opportunity, not a problem
Strong executive presence with senior customer stakeholders. You can hold a room with a VP of Risk or CFO
Analytical and process-oriented. You like building systems, not just managing relationships
AI-forward. You actively use tools like Claude or similar to accelerate your work and you are excited to bring that capability to the team

Responsibilities

Lead the team. Manage and mentor a team of 3–4 CSMs across enterprise, mid-market, and high-volume accounts. Set the standard for what great customer engagement looks like and coach the team to execute it consistently.
Own renewals. Build and run the renewal motion from the ground up. You will carry renewal accountability yourself while developing the process, playbook, and early-warning signals that make it scalable.
Drive customer outcomes. Manage a portfolio of strategic accounts. Understand what each customer is trying to accomplish, close the gap between what they are doing and what they should be doing, and make sure they feel it at renewal.
Be the voice of the customer. Surface patterns from customer conversations to Product and Leadership. Close the feedback loop. Connect what customers are saying to what we are building.
Partner cross-functionally. Work closely with Sales, Operations, Implementation, and Product. You are the connective tissue between post-sale customer reality and internal decision-making.