Customer Success Team Lead

Snatch UP Jobs; Kitchener; On-site; CAD 70,000 - 90,000; Full time

Job summary

A rapidly growing technology company in Kitchener, Canada is seeking a Customer Success Team Leader to manage and mentor the US Customer Success team. In this hands-on role, you will ensure successful onboarding, training, and account health while acting as the primary escalation point for customer issues. Ideal candidates will have experience in managing customer-facing teams and possess excellent communication skills. A background in Architecture, Design, or PropTech is preferred, along with additional language skills.

Qualifications

• Proven experience managing or mentoring customer-facing teams while carrying your own book of business.
• Excellent written and verbal communication skills in English.
• Highly organized, detail-oriented, and proactive in problem-solving.

Responsibilities

• Manage, mentor, and support Customer Success Managers in their daily work.
• Act as the primary escalation point for customer issues and requests.
• Ensure consistent execution of onboarding, training, and support processes.

Skills

Hands-on leadership

Customer management

Communication skills

Operational problem-solving

Job description

A rapidly growing, VC-backed technology company is recruiting a hands‑on Customer Success Team Leader to lead their US Customer Success team and actively manage key customer relationships!

The company is already serving major global industry leaders and is looking for a driven leader to join their expanding team.

This is a true player-coach role. You will combine people management with direct customer ownership, ensuring clients are successfully onboarded and trained while continuously extracting value from the platform. You will also support and guide the team in their daily work.

Key Responsibilities

• Team Leadership: Manage, mentor, and support Customer Success Managers (CSMs) in their day-to-day work.
• Escalation Management: Act as the primary escalation point for customer issues and requests, providing feedback to the team to help resolve blockers.
• Process Excellence: Ensure consistent execution of onboarding, training, and support processes.
• Account Health: Monitor customer usage, adoption, and engagement across accounts.
• Product Feedback: Collect and communicate customer feedback directly to Product and Operations teams.
• Sales Support: Assist in pre‑sales and post‑sales conversations when deeper product expertise is required.

Requirements

• Player‑Coach Mentality: A hands‑on leader who enjoys working directly with customers.
• Experience: Proven experience managing or mentoring customer‑facing teams while carrying your own book of business.
• Communication: Excellent written and verbal communication skills in English are a must.
• Global Mindset: Comfortable working with global customers across different regions and cultures.
• Operational Skills: Highly organized, detail‑oriented, and proactive in problem‑solving.
• Preferred Background: A background in Architecture, Design, or PropTech is a plus.
• Languages: Additional languages (such as French, Japanese, or Korean) are a plus.