Customer Success Team Lead

About This Role

Lead the US Customer Success team for a rapidly growing, VC-backed technology company, combining people management with direct customer ownership to ensure successful onboarding, training, and continuous value extraction.

Responsibilities

• Manage, mentor, and support Customer Success Managers (CSMs) in their day-to-day work.
• Act as the primary escalation point for customer issues and requests, providing feedback to the team to help resolve blockers.
• Ensure consistent execution of onboarding, training, and support processes.
• Monitor customer usage, adoption, and engagement across accounts.
• Collect and communicate customer feedback directly to Product and Operations teams.
• Assist in pre-sales and post-sales conversations when deeper product expertise is required.

Requirements

• Proven experience managing or mentoring customer-facing teams while carrying your own book of business
• Excellent written and verbal communication skills in English
• Comfortable working with global customers across different regions and cultures
• Highly organized, detail-oriented, and proactive in problem-solving

Qualifications

• Experience managing or mentoring customer-facing teams while carrying your own book of business.

Nice to Have

• Background in Architecture, Design, or PropTech
• Additional languages (such as French, Japanese, or Korean)

Skills

* Required skills