Team Lead - Customer Success Team

Dealer Spike

10d

About The Position

Customer Success Team Lead Are you a customer-centric leader with a passion for building high-performing teams in a fast-growing SaaS environment? We’re looking for a Customer Success Team Lead to empower a team of Account Managers to deliver exceptional client experiences, improve retention, and help our customers get the most value out of our platform. In this player-coach position, you’ll lead a team responsible for nurturing customer relationships, driving adoption, and resolving challenges before they become problems. You’ll balance people leadership with strategic account oversight, owning key customer interactions and leading process improvements to scale our customer success operations. Here is more of what you’ll get to do:

Requirements

3+ years in a customer success or account management role, with at least 1 year of people leadership in a SaaS environment
Experience managing escalated customer situations with a calm, solutions-oriented approach
Deep understanding of the SaaS customer journey, from onboarding through expansion and renewal
Strong communication and collaboration skills, with a history of cross-functional partnership
Familiarity with customer success platforms (e.g., Gainsight, ChurnZero), CRM tools (e.g., Salesforce, Dynamics), and analytics dashboards
Excellent organizational, time-management, and prioritization abilities

Nice To Haves

Experience managing a remote or distributed team
Background in B2B SaaS or high-velocity sales environments
Exposure to product-led growth (PLG) or CS-led expansion strategies
Building customer health score frameworks or success playbooks

Responsibilities

Provide hands-on coaching, feedback, and support to a team of SaaS Account Managers
Translate company and departmental goals into clear, actionable plans
Distribute work and manage team bandwidth across accounts and strategic initiatives
Conduct weekly 1:1s, performance check-ins, and ongoing development plans
Partner with leadership to recruit, onboard, and retain top customer success talent
Manage a small book of business to stay connected to customer needs and product usage
Serve as an escalation point for complex issues, working cross-functionally with Product, Engineering, and Support to deliver fast resolutions
Ensure proactive client touchpoints, QBRs, and health checks are consistently executed
Monitor customer health scores, adoption metrics, and feedback loops to identify risks and opportunities
Lead or contribute to internal initiatives focused on tooling, process improvement, and customer lifecycle management
Conduct call audits and review account health metrics to ensure quality and consistency
Collaborate on enablement and training efforts to keep the team informed and empowered
Deliver weekly reports summarizing escalations, trends, team KPIs, and upcoming priorities