Team Lead – Customer Success
Dealer Spike LLC
full-time
Posted on:
Location Type: Remote
Location: California • Colorado • United States
Visit company websiteExplore more
Job Level
About the role
- Provide hands-on coaching, feedback, and support to a team of SaaS Account Managers
- Translate company and departmental goals into clear, actionable plans
- Distribute work and manage team bandwidth across accounts and strategic initiatives
- Conduct weekly 1:1s, performance check-ins, and ongoing development plans
- Partner with leadership to recruit, onboard, and retain top customer success talent
- Manage a small book of business to stay connected to customer needs and product usage
- Serve as an escalation point for complex issues, working cross-functionally with Product, Engineering, and Support to deliver fast resolutions
- Ensure proactive client touchpoints, QBRs, and health checks are consistently executed
- Monitor customer health scores, adoption metrics, and feedback loops to identify risks and opportunities
- Lead or contribute to internal initiatives focused on tooling, process improvement, and customer lifecycle management
- Conduct call audits and review account health metrics to ensure quality and consistency
- Collaborate on enablement and training efforts to keep the team informed and empowered
- Deliver weekly reports summarizing escalations, trends, team KPIs, and upcoming priorities
Requirements
- 3+ years in a customer success or account management role, with at least 1 year of people leadership in a SaaS environment
- Experience managing escalated customer situations with a calm, solutions-oriented approach
- Deep understanding of the SaaS customer journey, from onboarding through expansion and renewal
- Strong communication and collaboration skills, with a history of cross-functional partnership
- Familiarity with customer success platforms (e.g., Gainsight, ChurnZero), CRM tools (e.g., Salesforce, Dynamics), and analytics dashboards
- Excellent organizational, time-management, and prioritization abilities
- Experience managing a remote or distributed team
- Background in B2B SaaS or high-velocity sales environments
- Exposure to product-led growth (PLG) or CS-led expansion strategies
- Building customer health score frameworks or success playbooks
Benefits
- Health insurance
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successaccount managementperformance managementcustomer health score frameworkssuccess playbooksescalation managementprocess improvementonboardingexpansionrenewal
Soft skills
coachingfeedbackcommunicationcollaborationorganizational skillstime managementprioritizationsolutions-oriented approachleadershipteam empowerment