[INTERNAL CANDIDATES ONLY] Team Lead, Customer Success
About The Position
StarRez is seeking a Team Lead, Customer Success to play a pivotal role in driving customer satisfaction, retention, and growth. This position is a hybrid of people leadership and customer relationship management, responsible for coaching and supervising a team of CSMs while also maintaining a small book of business. By ensuring consistent delivery of exceptional customer experiences, the Team Lead directly contributes to the company’s goals of maintaining and improving Net Revenue Retention (NRR), increasing customer engagement and value realization, and driving a high Net Promoter Score (NPS) This is an opportunity to influence both the success of our customers and the development of our Customer Success team.
Requirements
- 2+ years in a Customer Success role with direct customer-facing responsibilities
- Experience leading or mentoring peers, with demonstrated ability to coach and develop others
- Strong communication and facilitation skills, both written and verbal, with the ability to influence at multiple organizational levels
- Strong problem-solving and judgment skills; proven success in issue management and conflict resolution
- Proficiency with Salesforce or similar CRM, and comfort leveraging data/metrics to inform decisions
Nice To Haves
- Experience in a SaaS environment, ideally with higher education or related industries
- 3+ years of experience working cross-functionally with Services, Support, and Product teams
- Bachelor’s degree or equivalent practical experience
- Familiarity with NRR, NPS, and customer health metrics
- Experience balancing customer advocacy with company goals
Responsibilities
- Lead, coach, and mentor a team of Customer Success Managers (CSMs), ensuring consistency in process, customer engagement, and delivery of value
- Conduct regular 1:1s with CSMs to review accounts, provide feedback, and support career development
- Oversee onboarding and training for new team members; build scalable training resources
- Act as an escalation point for complex customer issues, providing guidance and resolution strategies
- Monitor team performance against KPIs tied to NRR, customer health, and engagement
- Drive alignment across Customer Success, Services, and Support to ensure smooth customer transitions and continuity of service
- Maintain a select portfolio of customers, delivering the same high-touch success management expected of CSMs
- Drive adoption, value realization, and customer satisfaction through regular engagement, consultative guidance, and proactive account planning
- Identify opportunities for growth and expansion, contributing to account-level NRR
- Conduct NPS follow-up conversations and translate customer feedback into actionable improvements
- Serve as a trusted advisor to customers, ensuring alignment between their business objectives and our solutions
- Contribute to the design and continuous improvement of Customer Success programs, playbooks, and processes
- Provide monthly reporting to leadership on customer health, NRR trends, engagement, and NPS performance
- Partner cross-functionally to close feedback loops, improve onboarding and training processes, and enhance the overall customer experience
Benefits
- Full benefits including health care, paid time off, life insurance, and 401k plan with company match for eligible team members.
- A supportive team environment with emphasis on learning and development opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
