Customer Success Team Lead

Aidoc•New York, NY

About The Position

The Customer Success Team Leader is responsible for guiding and overseeing a team of Customer Success Managers (CSMs) in delivering exceptional customer experiences, driving adoption, value realization, and achieving business outcomes across our portfolio. As a Team Leader, you’ll be responsible for developing talent, managing day-to-day operations, and ensuring your team supports our customers through every phase of the customer journey. You’ll help align team efforts with strategic goals, focusing on retention, growth, and long-term customer satisfaction.

Requirements

5+ years of experience in Customer Success, Account Management, or a similar client-facing role, ((or 2.5+ years of experience in similar roles at Aidoc)).
1+ years of team leadership experience (formal or informal), with a demonstrated passion for coaching, mentoring, and people development.
Experience in Healthcare and AI industries for 2.5+ years.
Strong organizational skills and attention to detail, with the ability to manage multiple priorities in a fast-paced environment.
Excellent communication and relationship-building skills, especially with cross-functional teams and external stakeholders.
Comfortable using CS tools like Gainsight, Catalyst, Salesforce, or equivalent platforms.
25%-50% travel
Candidates must be based in the Northeast U.S. or Florida and within reasonable distance of a major airport.

Nice To Haves

Experience in a B2B SaaS company or in managing enterprise customer relationships.
Familiarity with customer lifecycle management, success planning, and customer journey mapping.
Demonstrated success improving customer retention and expansion.

Responsibilities

Team Leadership: Manage, coach, and support a team of Customer Success Managers, ensuring they are empowered to meet their goals and grow professionally.
Customer Advocacy: Act as an escalation point for key customers, helping your team navigate challenges and proactively drive resolution.
Directly manage a subset of strategic or high-impact accounts, ensuring strong executive relationships and delivering measurable value.
Performance & Metrics: Monitor team KPIs (e.g., Net Retention, Health Scores, Adoption Metrics, Value Realization), drive accountability, and report on team performance regularly.
Onboarding & Enablement: Support new team members through onboarding and ongoing learning programs to ensure ramp-up and effectiveness.
Planning & Forecasting: Contribute to quarterly planning, headcount forecasting, and strategic initiatives to support team scalability and business growth.
Process & Playbooks: Collaborate with CS leadership to standardize and improve workflows, playbooks, and success plans across the team.
Cross-Functional Partnership: Work closely with Sales, Product, Support, and Marketing to ensure seamless customer experiences and feedback loops.
Customer Engagement Strategy: Help define and execute engagement models by segment, customer maturity, or product line.
Customer Risk Management: Proactively identify at-risk accounts and collaborate with CSMs and cross-functional teams to mitigate churn through tailored success strategies.