Backpack Healthcare is hiring a Customer Success Team Lead to lead and scale a team supporting our Enterprise customers in a high-growth SaaS environment. This is a hands-on leadership role accountable for team performance, customer outcomes, and building repeatable, scalable Customer Success motions.
What You'll Do
- Lead, coach, and develop a team of Customer Success Managers supporting Enterprise accounts.
- Set clear goals, KPIs, and expectations; monitor performance and drive accountability.
- Foster a high-performing, collaborative team culture focused on impact, growth, and continuous improvement.
- Own and evolve Enterprise CS best practices across onboarding, adoption, health, renewals, and expansion.
- Partner closely with Sales, Product, and Support to align on account strategy and customer outcomes.
- Surface and synthesize customer feedback to inform product and go-to-market decisions.
- Use customer data and insights to proactively identify risks and opportunities across the portfolio.
- Build and deliver enablement programs to strengthen Enterprise CS skills.
- Ensure the team stays current on product updates, industry trends, and customer use cases.
- Monitor customer health, usage, and engagement across Enterprise accounts.
- Provide regular reporting and insights on customer outcomes, retention, and team performance.
- Translate data into actionable recommendations for leadership.
What We're Looking For
- 5+ years of experience in Customer Success, Account Management, or related roles.
- At least 2 years in a leadership position.
- Ability to lead, motivate, and develop a high-performing team.
- Experience with SaaS products, ideally in a global startup environment.
- Ability to articulate value, confidently handle objections, and resolve customer issues.
- Experience interacting and presenting at all levels of an organization.
- Excellent communication and interpersonal skills, with a customer-centric mindset.
- Ability to multitask, problem-solve, and work cross-functionally in a dynamic environment.
- Ability to travel (30%).
- Demonstrated success managing long-term partnerships in large organizations.
- Strong analytical skills and the ability to interpret data to drive decisions.
- Proficiency in CRM and Customer Success software tools.
- Located in EST/CST timezones.
Team & Environment
You will lead a team of Customer Success Managers supporting Enterprise accounts.
Benefits & Compensation
- Salary: $145,000-$155,000 per year
- Significant equity
- Wide and generous health benefits
- 401(k) plans matched to 4%
- Flexible PTO
- Additional mental health days off
- Fully remote work environment
- Opportunity to build, grow, and become highly instrumental in shaping how technology can increase the effectiveness of therapy.
Work Mode
This is a fully remote position for candidates located in the US.
Backpack Healthcare is an equal opportunity employer.
