Customer Success Team Lead - Base44
About The Position
Base44, an AI-powered software development platform recently acquired by Wix, is building its go-to-market team. The Customer Success Team Lead will build and lead the team responsible for business customers after the sale, with a focus on mid-market accounts. The role is accountable for helping customers realize value from the platform, renew, and grow with Base44. The lead manages and develops a team of Customer Success Managers and Account Managers while also owning a small portfolio of strategic mid-market accounts. They help establish the post-sale operating model, including customer segmentation, coverage, onboarding and adoption practices, and Sales handoffs. They oversee scaled and high-touch customer success approaches, own retention, renewal, and customer health results, and collaborate with Sales on expansion and upsell. The position is based in New York and follows a fully in-person work model, with three days a week from the New York office.
Requirements
- At least 5 years of experience in account management or customer success at a B2B technology company.
- At least 3 years of experience directly managing and developing a team of account managers or customer success managers.
- A track record of driving retention, renewals, and expansion across a customer portfolio, with a strong understanding of mid-market customers.
- Experience operating both scaled, programmatic and high-touch customer success motions, and knowing when to use each.
- Strong communication and executive presence, with the ability to build relationships ranging from end users to senior stakeholders.
- Data-driven approach and comfort with CRM and reporting tools, with accurate forecasting of renewals and expansion.
Nice To Haves
- Experience at a startup or high-growth company.
- Experience managing enterprise customers.
- Familiarity with HubSpot.
Responsibilities
- Lead, coach, and develop a team of Customer Success Managers and Account Managers through regular one-on-ones, account and renewal reviews, call coaching, and quarterly business reviews.
- Manage a small portfolio of strategic mid-market accounts, serve as an escalation point for important customers, and participate in critical customer conversations.
- Build the post-sale operating model for mid-market customers, including account segmentation, coverage models, onboarding and adoption playbooks, and handoffs from Sales.
- Manage and improve scaled, programmatic, digital-led, and automated customer success motions as well as higher-touch approaches, assigning customers to suitable models.
- Own team results for retention, renewals, and customer health, maintain accurate forecasts, and collaborate with Sales on expansion and upsell.
- Monitor customer health, usage, and risk signals, ensuring at-risk accounts receive timely and effective support.
Benefits
- Comprehensive health and life benefits, including fully covered medical, dental, and vision insurance.
- Generous and flexible time off.
- Emotional and mental health support programs.
- Allowances supporting nutrition, fitness, and productivity.
- 401(k) matching with no vesting period.
- Equity and an employee stock purchase plan (ESPP).
- Restricted stock units (RSUs) for all employees.
- Opportunities for professional growth.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
