Customer Service Team Lead

Weever; Canada; Presencial; CAD 95.000 - 140.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible compensation package

Ownership options

Good benefits package

Mandatory vacation

Paperless operations

Descripción de la vacante

A rapidly growing software company in Canada is seeking a Team Lead for Customer Success. This role entails coaching and guiding a team of Customer Success Representatives, overseeing operations, and managing client accounts. The ideal candidate will have 3+ years in B2B SaaS Customer Success and a strong problem-solving mindset. The position offers a flexible compensation package including salary, commission, and benefits.

Formación

• 3+ years of experience in B2B SaaS Customer Success, ideally supporting enterprise or multi-site customers.
• 1+ years of experience coaching or mentoring peers.
• Proven ability to manage complex, multi-stakeholder relationships.
• Ability to configure digital workflows and translate requirements into platform solutions.
• Strong communication and presentation skills with a consultative mindset.

Responsabilidades

• Coach and guide Customer Success Representatives.
• Oversee day-to-day operations of the CSR team.
• Serve as the first point of escalation for customer issues.
• Directly manage a portfolio of customer accounts.
• Directly manage a portfolio of customer accounts to drive adoption and value.
• Conduct customer check-ins and success reviews.
• Proactively assess and validate customer needs on an ongoing basis.
• Identify expansion opportunities with Sales for commercial conversations.
• Provide feedback to inform product improvements and operational efficiencies.
• Collaborate cross-functionally for a smooth customer experience.
• Create and document knowledge in a central repository of solutions.

Conocimientos

B2B SaaS Customer Success experience

Coaching or mentoring experience

Ability to manage complex relationships

Problem-solving mindset

Technical aptitude

Exceptional communication skills

Technical aptitude

Presentation

Descripción del empleo

Team Lead, Customer Success

Join to apply for the Team Lead, Customer Success role at Weever.

Key Responsibilities

• Coach, train and guide Customer Success Representatives (CSRs) on customer communication, platform usage, and best practices to ensure consistent delivery across the team, and to ensure CSRS meet or exceed their performance goals.
• Oversee day-to-day operations, ensuring that the CSR team is focused on top strategic and tactical priorities.
• Serve as the first point of escalation for customer issues and internal coordination.
• Monitor customer account health across the team and flag and proactively act on risks, trends, and opportunities.
• Directly manage a portfolio of customer accounts, driving adoption, engagement, and ultimately ensuring customers get measurable value from Weever.
• Conduct customer check-ins, success reviews, and platform enablement sessions as needed.
• Proactively assess, clarify, and validate customer needs on an ongoing basis.
• Identify expansion opportunities within assigned accounts and collaborate with Sales to support commercial conversations.
• Provide feedback on common customer themes to inform product improvements and operational efficiencies.
• Collaborate cross-functionally to ensure a smooth customer experience.
• Create and document knowledge in a central repository of technical solutions to customer problems.

Skills and Experience

• 3+ years of experience in B2B SaaS Customer Success, ideally supporting enterprise or multi-site customers.
• 1+ years of experience coaching or mentoring peers, ideally in a player‑coach or team lead capacity.
• Proven ability to manage complex, multi-stakeholder relationships and drive measurable business outcomes.
• Problem‑solving mindset able to independently and strategically identify and communicate value‑added solutions to customer challenges.
• Strong technical aptitude with the ability to configure digital workflows and translate customer requirements into platform solutions.
• Exceptional communication, facilitation, and presentation skills, with a consultative, customer‑first mindset.

Bonus Points

• Familiarity with manufacturing operations, safety, quality, or maintenance programs (Lean, TPM, or ISO knowledge).

About Weever

Weever is a rapidly growing software company. We build cloud-based software products that large enterprise CPG manufacturing clients use to capture data, manage workflows, and access actionable reports. We replace clipboards and filing cabinets with tablets and databases which provide alerts, analysis, and other features that make data useful. This helps eliminate administrative tasks, simplify work, and empower front line staff to change the culture of our clients.

Benefits of Working at Weever

• Compensation: We offer a flexible compensation package for the right candidate with a salary + commission + bonus structure + RRSP match.
• Ownership: We offer options to our team.
• Insurance: We have a good benefits package offering dental, drugs, and other kinds of coverage.
• Vacations: Our team members must take them.
• Paperless Operations: We practice what we preach as a fully digital company.

How to Apply

Use the form below to send us your resume and cover letter. In your cover letter, please mention why you want to work for Weever and the strengths that you will bring to this position.

We thank all who apply but wish to inform, only qualified candidates will be contacted.

We are only accepting applications from Canada for this position at this time.