Customer Success Team Leader

About the role

We are looking for an experienced Customer Success Team Leader to head a high‑performing team in a fast‑growing SaaS company. The role focuses on driving customer retention, satisfaction and account growth while mentoring the team.

Key responsibilities

• Lead, coach and develop a team of Customer Success professionals.
• Drive initiatives that improve customer retention, satisfaction and account expansion.
• Manage strategic customer relationships and handle escalations.
• Monitor team performance through KPI reporting and operational analysis.
• Collaborate with internal stakeholders to enhance the customer experience and service delivery.
• Identify and implement process improvements and operational efficiencies.
• Support onboarding, training and ongoing development of team members.
• Maintain high standards of client engagement and service delivery.

Required profile

• Proven experience leading a Customer Success, Account Management or SaaS support team.
• Strong coaching, mentoring and people‑management abilities.
• Commercial awareness with solid analytical and reporting capabilities.
• Excellent communication and stakeholder‑management skills.
• Ability to thrive in fast‑paced, evolving environments.
• Passion for customer experience, retention and team development.

Required skills