Team Lead - Customer Success Team

Customer Success Team Lead Are you a customer-centric leader with a passion for building high-performing teams in a fast-growing SaaS environment? We’re looking for a Customer Success Team Lead to empower a team of Account Managers to deliver exceptional client experiences, improve retention, and help our customers get the most value out of our platform.  In this player-coach position, you’ll lead a team responsible for nurturing customer relationships, driving adoption, and resolving challenges before they become problems. You’ll balance people leadership with strategic account oversight, owning key customer interactions and leading process improvements to scale our customer success operations.  Here is more of what you’ll get to do:  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  You’ll thrive in this role if you have: 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  Does this position sound like something you would enjoy and be successful at, but you’re not sure you have the exact qualifications to be considered? While our job descriptions are an outline for the type of candidate we’re looking for, it is not a checklist. We encourage you to apply!  This role is not open to candidates located in Colorado, Connecticut, California, Maryland, Nevada, New York, Rhode Island, or Washington.  Who we are: LeadVenture is the market-leading SaaS provider of digital retailing, eCommerce, digital marketing and eCatalog solutions for dealerships across 12 industry verticals including powersports, marine, RV, pre-owned auto, agriculture and more. Our family of brands includes Dealer Spike, Dealer Car Search, Frazer, Net Driven, Direct Communications, Inc. (DCi), Powersports Support, Level 5, PSM Marketing, Monroney Labels, and Interact RV. We are an international company with offices located in the United States, Mexico (Juniper Data Center), Belize (Dealer Spike Belize), India and The Netherlands. Together, we are LeadVenture. LeadVenture provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, LeadVenture complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation, and training. LeadVenture expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of LeadVenture employees to perform their job duties may result in discipline up to and including discharge. Apply To This Job