Team Lead, Customer Success

Novisto • Montreal, QC

1d • Hybrid

About The Position

Novisto is looking for a Team Lead, Customer Success to help our customers get real, lasting value from our ESG data management platform. This is a player-coach role: you will lead and develop a small team of Customer Success Managers while keeping your own portfolio of enterprise relationships. You set the standard for what great customer success looks like, then help others reach it. If you love the craft of customer success and find as much energy in growing a team as in growing an account, this role is built for you. You will work closely with Customer Success leadership and partner across Sales, Product, Support, and RevOps to make sure our customers succeed and our team keeps getting stronger.

Requirements

• 4+ years of experience in Customer Success or Account Management, ideally in B2B SaaS serving enterprise customers
• Experience coaching, mentoring, or leading CSMs, whether formally or as a senior peer
• A strong track record owning renewals, retention, and expansion across a book of business
• Excellent executive communication and stakeholder management skills, with the ability to navigate complex enterprise organizations
• Comfort with customer success tooling, renewal forecasting, and consistent playbook execution
• The ability to balance individual customer ownership with the responsibility of developing a team
• A structured, proactive, and customer-first approach to your work

Nice To Haves

• Passion for the ESG and sustainability space
• Startup or high-growth SaaS experience

Responsibilities

• Lead and Coach Your Team: Serve as the direct people leader for a small team of CSMs. Run weekly 1:1s centered on account strategy, customer outcomes, and skill development, and support onboarding, ramp, and ongoing enablement. Provide honest, constructive feedback and foster a culture of accountability and collaboration.
• Own Your Customer Portfolio: Carry your own book of enterprise accounts and own the full customer lifecycle, from adoption and value realization through renewal readiness and expansion. Set the example for best-in-class customer engagement that the rest of the team can model.
• Champion Execution and Escalations: Act as the point of escalation for customer risks and issues. Step in on complex or high-risk accounts alongside your CSMs, and partner cross-functionally to resolve challenges quickly and keep customers on track.
• Reinforce CS Process and Operations: Operationalize the customer success motions defined by CS leadership, including playbooks, renewal forecasting, and engagement standards. Spot gaps and improvement opportunities, and bring practical feedback back to leadership. Support forecasting and risk visibility across the region.
• Partner with Leadership: Act as a trusted extension of CS leadership, sharing insight on team performance and capacity, regional trends, customer feedback, and churn signals. Contribute to broader customer success strategy and mentor peers across the team.

Benefits

• Generous health benefits (100% insurance coverage and access to Dialogue’s telemedicine app)
• Flexible schedules
• The opportunity to work remotely
• 4 weeks of vacation
• Stock option plan
• A beautiful office in Old Montreal for those who prefer to work on-site, close to downtown and steps from a metro station

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed