Customer Success Team Lead
Core
Functional backbone of the Customer Success discipline, owning people strategy, performance management, and talent development to drive revenue growth and operational excellence.
Role type
Senior IC Customer Success Chapter Lead (People Strategy)
Builds
High-performing Customer Success chapters with standardized methodologies and future leaders
Domain
Cloud communication platform / Customer Success / People Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
People management, hiring and onboarding, performance management, succession planning, capability assessment, stakeholder management, strategic thinking, hands-on execution, tooling adoption
Preferred skills
Matrix organization experience, chapter-and-squad operating models, additional regional languages
Technologies
N/A
Responsibilities
Build and sustain a high-performing chapter by finding, growing, and retaining top talent; Define professional standards and work methodology for the chapter; Partner with Squad Leads to align functional goals with business outcomes; Run structured performance management cycles including feedback and promotions; Identify skill gaps and drive targeted development initiatives; Champion tooling adoption and continuous improvement
Seniority
Senior, hands-on IC with strategic oversight
