Customer Success Team Lead

Snatch UP Jobs; London; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A rapidly growing technology company in Ontario is looking for an experienced Customer Success Team Leader to manage their US Customer Success team. In this crucial player-coach role, you will mentor Customer Success Managers and ensure key customers are onboarded effectively. The ideal candidate has experience with customer-facing teams, strong communication skills, and a proactive approach to problem-solving. This position offers an agile environment focused on driving customer value and satisfaction.

Qualifications

• Proven experience managing or mentoring customer-facing teams.
• Strong organizational and detail-oriented skills.
• Excellent verbal and written communication skills.

Responsibilities

• Manage, mentor, and support Customer Success Managers.
• Act as the primary escalation point for customer issues.
• Monitor customer engagement and adoption.

Skills

Team Leadership

Customer Relationship Management

Communication

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.