Customer Success Team Lead

Snatch UP Jobs; Southwestern Ontario; On-site; CAD 90,000 - 120,000; Full time

Job summary

A rapidly growing technology firm is seeking a hands-on Customer Success Team Leader to lead their US Customer Success team. This role involves managing a team while directly engaging with key customers to ensure a successful onboarding process. The ideal candidate will have experience in customer success management, excellent communication skills in English, and a proactive approach to problem-solving. This position is crucial for maintaining high customer satisfaction and success rates, while also collecting valuable feedback for internal teams.

Qualifications

• Hands-on leader who enjoys working directly with customers.
• Proven experience managing or mentoring customer-facing teams while carrying your own book of business.
• Excellent written and verbal communication skills in English.

Responsibilities

• Manage, mentor, and support Customer Success Managers in their day-to-day work.
• Act as the primary escalation point for customer issues and requests.
• Ensure consistent execution of onboarding, training, and support processes.
• Monitor customer usage, adoption, and engagement across accounts.
• Collect and communicate customer feedback directly to Product and Operations teams.
• Assist in pre‑sales and post‑sales conversations.

Skills

Player‑Coach Mentality

Excellent written and verbal communication skills in English

Highly organized and detail‑oriented

Proactive in problem‑solving

Comfortable working with global customers

Experience managing customer‑facing teams

Detail-oriented

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.