Lead Customer Success Manager
Guide both people and enterprise client success in a dual leadership role. You'll manage a pod of Customer Success Managers, providing coaching, performance feedback, and active support through call reviews and joint client engagements. At the same time, you'll maintain direct responsibility for a portfolio of high-value enterprise accounts, ensuring their goals are met and relationships strengthened.
Key Responsibilities
- Lead a team of CSMs through regular 1:1s, performance reviews, and hands-on collaboration during client interactions.
- Directly manage enterprise accounts and co-lead critical renewal and upsell initiatives across the team.
- Ensure client KPIs are clearly defined, tracked in HubSpot, and consistently reviewed to demonstrate measurable outcomes.
- Act as the primary escalation point for complex client issues and build trusted relationships with senior stakeholders.
- Drive forecast accuracy for renewals and expansion opportunities, communicating risks and opportunities to leadership.
- Enforce standardized success playbooks and client communications to ensure scalable, high-quality delivery.
- Collaborate with Product, ClientOps, Support, and Analytics teams to resolve challenges and shape product direction.
- Identify trends across client accounts and implement new processes that improve team effectiveness.
- Champion the adoption of new frameworks, ensuring alignment and execution across the pod.
Qualifications
- Minimum of 6 years in customer-facing roles, with at least 1–2 years leading or mentoring teams.
- Proven experience managing enterprise clients while leading a team.
- Demonstrated success in improving retention, driving expansion, and delivering measurable client value.
- Strong coaching and feedback skills with a focus on professional development.
- Ability to forecast commercial outcomes and influence renewal strategies.
- Process-oriented mindset with a balance of consistency and adaptability.
- Experience working across time zones and with globally distributed teams.
Technology & Environment
Primary use of HubSpot for tracking client interactions, KPIs, and forecasting. Role operates in a fully remote, global setup with team members across EMEA West. Compensation is competitive and aligned with market rates.
Benefits
- Opportunity to lead strategic initiatives within an AI-first technology company.
- Pathway to senior leadership roles based on performance and impact.
- Work with globally recognized brands shaping digital engagement.
- Access to paid time off of 4+ weeks annually.
- Occasional in-person gatherings with global teams.
- Fully remote role with flexibility to work from anywhere in the EMEA West region.
Culture & Growth
This role thrives in a performance-driven environment where initiative is rewarded and innovation is expected. Leadership is not just a title—it's demonstrated through impact. You'll collaborate across borders, contribute to strategic decisions, and help shape the future of client success in a fast-evolving AI space.
