Customer Success Team Lead

Snatch UP Jobs; Montreal (administrative region); On-site; CAD 60,000 - 80,000; Full time

Job summary

A rapidly growing technology company in Montreal is seeking a hands-on Customer Success Team Leader to manage the US Customer Success team. This role involves leading, mentoring, and supporting Customer Success Managers while ensuring the execution of effective onboarding and support processes. Ideal candidates should have proven experience in managing customer-facing teams and possess excellent communication skills in English. A background in Architecture, Design, or PropTech is preferred, and additional languages are a plus.

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 (CSMs).
• Act as the primary escalation point for customer issues.
• Ensure consistent execution of onboarding, training, and support processes.
• Monitor customer usage, adoption, and engagement.
• Collect and communicate customer feedback to Product and Operations teams.
• Assist in pre-sales and post-sales conversations as needed.

Skills

Team Leadership

Communication

Organizational Skills

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.

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.