Team Lead, Customer Success Manager
Core
Lead and mentor a global Customer Success team to retain mid-market legal firm customers, drive product adoption, and grow revenue across the customer lifecycle.
Role type
Senior Team Lead, Customer Success Management
Builds
Customer retention, product adoption, and revenue growth for mid-market legal firms
Domain
Legal technology (SaaS)
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
B2B Customer Success Management, team leadership and mentorship, data analysis, process creation, customer journey management, stakeholder partnership, escalation handling, scalable playbook development
Preferred skills
Experience in startup/hypergrowth environments, coaching with empathy, strategic decision-making based on insights
Technologies
Salesforce, Gainsight, ChurnZero, BI tools
Responsibilities
Provide coaching and mentorship to the North America-based team; Design and drive initiatives to enhance customer satisfaction using data insights; Oversee execution of critical customer lifecycle stages; Monitor customer health metrics and identify at-risk accounts; Support customer escalations as first line of leadership; Develop scalable processes and playbooks for customer success activities; Partner with Sales, Marketing, and Product teams to align on strategic initiatives
Seniority
Senior, hands-on IC with leadership responsibilities
