Team Lead, Customer Success

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. 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.