Team Lead, Customer Success North America

The Customer Success Team Lead is a player/coach role responsible for driving customer retention and growth through both direct account management and team leadership. You will supervise a team of 3-5 Customer Success team members while personally managing a portfolio of accounts. Your dual focus will be on delivering exceptional customer outcomes in your own accounts while coaching and developing your team members to achieve their goals. Portfolio Management (60%): Personally manage a portfolio of strategic customer accounts, driving retention, expansion, and advocacy through proactive engagement and relationship building. Team Leadership (40%): Supervise and coach 3-5 Customer Success team members, providing guidance on account strategies, process execution, and professional development. Monitor customer health across both your personal portfolio and team accounts, identifying and addressing early churn signals through direct intervention and team coordination. Coach team members on customer lifecycle management, engagement approaches, and best practices while implementing feedback from senior management. Collaborate with Sales, Product, and Support teams to ensure seamless customer experiences and communicate customer feedback up the organization. Use customer data and insights to optimize engagement strategies for both your accounts and guide your team's approach to their portfolios.