CSM Team Lead
Core
Leading the NAM Customer Success team to manage post-sales relationships for top IoT and enterprise mobility accounts, focusing on value realization and retention.
Role type
Senior Customer Success Team Lead (IoT/Enterprise Mobility)
Builds
Customer success strategies, onboarding processes, and executive business reviews for high-value enterprise accounts.
Domain
IoT, Enterprise Mobility, Mobile Connectivity
Required skills
Customer Success management, Team leadership and mentoring, Strategic account management, Executive stakeholder engagement, Cross-functional collaboration, Data analysis for business insights, Project management, Channel partner management, Operational process design, Risk anticipation
Preferred skills
eSIM technologies knowledge, Mobile connectivity expertise, Indirect channel relationship management
Responsibilities
Lead, mentor, and develop the US Customer Success team; Establish and drive best practices and operational playbooks; Monitor team KPIs including retention, churn, and customer health; Provide coaching and escalation support for strategic accounts; Partner with leadership to define regional strategy; Act as an escalation point for complex customer situations; Support hiring, onboarding, and performance management of team members.
Seniority
Senior, hands-on IC with leadership responsibilities