Team Lead, Customer Success

hace 3 días

Providencia, Metropolitana, Chile Fracttal A tiempo completo
Team Lead, Customer Success

You turn customer outcomes into a repeatable machine. If coaching CSMs, rescuing risks before they flare, and unlocking expansion across a multi-segment portfolio sounds like your sweet spot—this team wants your playbook.

Purpose

Lead a team of Customer Success Managers for a defined segment/region, driving adoption, retention, and expansion through effective people leadership, data-driven execution, and continuous improvement of customer experience and processes.

Responsibilities
  • Oversee account management by the CSM team (SMB, Mid-Market, Enterprise).
  • Personally manage key Enterprise accounts to ensure loyalty and expansion.
  • Guide adoption plans, risk mitigation, renewals, and expansion opportunities.
  • Monitor core KPIs (NRR, churn, account health, engagement).
  • Build and refine customer management processes and playbooks.
  • Partner with Product, Sales, and Support to remove blockers and align strategy.
  • Run trainings, 1:1s, and performance coaching for the team.
  • Serve as escalation point for complex/strategic customers.
  • Report portfolio progress and risks to CX and Revenue leadership.
  • Ensure CRM hygiene and rigorous follow-through.
Requirements
  • 4+ years in Customer Success/Account Management (SaaS), including 1+ year leading teams.
    Hands-on portfolio experience across segments (SMB- Enterprise).
  • Strong command of customer KPIs (NRR, churn, CSAT, engagement).
  • People leadership, coaching, prioritization, and decision-making skills.
  • Data-driven mindset for analysis and action.
  • Excellent communication and cross-functional influence.
  • Language: Advanced English (C1+)
What's in it for you
  • Permanent contract.
  • Market-competitive compensation.
  • Semiannual performance bonus tied to objectives.
  • Hybrid work model: 3 on-site days (WeWork Apoquindo) and 2 remote.
  • Professional development: education funding policy and continuous learning.
  • Supplementary health insurance and well-being programs.
  • Pet-friendly allowance.
  • Fitness allowance to support a healthy lifestyle.
  • "Wellness Time" initiatives focused on self-care.
  • Birthday day off.
  • Additional paid leave for marriage.

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