Team Lead, Customer Success - EMEA South

CoachHub

1d•Remote

About The Position

CoachHub is seeking a Team Lead, Customer Success to lead and develop a team of 7–10 Customer Success Managers across the South EMEA region. This hands-on leadership role is responsible for team performance, employee development, and strong customer outcomes. The Team Lead will coach team members through opportunities and challenges, partner with cross-functional stakeholders, and participate directly in customer conversations when needed. The role also contributes to the evolution and scaling of the Customer Success organisation by improving processes and raising standards. The role owns customer health, retention, and renewals across the team’s portfolio; supports account strategy, executive stakeholder management, and complex customer situations; and serves as the primary escalation point for at-risk customers. The Team Lead may also personally manage a small portfolio of strategic accounts. The position is remote from Spain, the UK, or Germany, with optional hybrid work in Berlin, and reports to the Director of Customer Success & Operations. Full professional proficiency in English and French is required.

Requirements

3–4+ years of experience in Customer Success, with ownership of customer retention, renewals, and long-term customer health.
2+ years of experience leading and developing high-performing teams.
A genuine passion for coaching and developing people, with a track record of helping others grow.
Ability to inspire, motivate, and provide clear direction, particularly during periods of change.
Confidence in addressing performance challenges constructively and early.
Experience in a fast-paced scale-up or high-growth environment, and adaptability to ambiguity.
Strong organisational skills, a process-oriented mindset, and excellent attention to detail.
A hands-on leadership style and willingness to step in when needed.
Full professional proficiency in English and French.

Nice To Haves

Experience within Learning & Development, HR Tech, or a related SaaS environment.

Responsibilities

Lead, motivate, and develop a team of 7–10 Customer Success Managers across Southern EMEA.
Hold regular 1:1s, set clear expectations, and create an environment where team members can grow and perform.
Address performance challenges with clarity, fairness, and consistency.
Coach team members and provide actionable feedback to foster continuous learning.
Own customer health, retention, and renewals across the team's portfolio.
Support account strategy, executive stakeholder management, and complex customer situations.
Act as the primary escalation point for at-risk customers.
Personally manage a small portfolio of strategic customer accounts when required.
Improve team processes, ways of working, and operational excellence.
Ensure CRM data, reporting, and customer records are accurate and up to date.
Partner with Sales, Product, Operations, and other cross-functional teams to deliver a seamless customer experience.
Identify opportunities to improve efficiency, consistency, and customer impact as Customer Success scales.