Customer Success Team Lead (Hybrid)

Assent Inc.; Amsterdam; Hybrid; EUR 100,000 - 115,000; Full time

Job summary

Assent Inc. seeks a Manager of Customer Success to lead a multifaceted team within the Customer Experience department. This role combines strategic leadership with day-to-day operations to ensure superior customer delivery and service excellence.

The successful candidate will mentor CSMs, manage account transitions, drive KPI-led improvements, and collaborate with our remote international workforce to enhance productivity and outcomes.

Qualifications

• 5-8 years of experience in a customer success management, consulting, or project management role.
• A minimum of two years experience mentoring and/or leading teams, with a passion for developing others.
• Strategic and business-minded; drives continuous improvement and efficient operations.

Responsibilities

• Manage the day-to-day operations of the Customer Success team, including recruiting, coaching, mentoring, and engaging CSMs to raise the bar for customer success and satisfaction.
• Anticipate, plan, and manage the transition of customer accounts between CSMs to optimize satisfaction and workloads.
• Review and develop CSMs through performance management and training initiatives, providing leadership knowledge and guidance.
• Promote and maintain a congenial, productive, collaborative, and service-oriented work culture.
• Guide the team to collaborate with Assent’s remote international workforce to facilitate productivity.
• Partner with account team members to support customer escalations and ensure timely resolution.
• Establish clear goals and targets aligned with company objectives; include retention, satisfaction, upsell and cross-sell.
• Provide feedback and recommendations to Senior Managers/VP on function needs to meet objectives.
• Track and report on important KPIs to monitor performance and identify improvements.
• Coordinate with internal groups on special projects to drive continuous improvement and efficiency.
• Stay current with regulatory updates to support the team and customers.
• Collaborate with Supplier Success, Sales, and Data Management on process improvements.
• Ensure security processes and procedures are in place per policy.

Skills

Customer success management

Leadership

Mentoring

Team management

Operations

Strategic thinking

Time management

Job description

Assent Inc. seeks a Manager of Customer Success to lead a multifaceted team within the Customer Experience department. This role combines strategic leadership with day-to-day operations to ensure superior customer delivery and service excellence.

The successful candidate will mentor CSMs, manage account transitions, drive KPI-led improvements, and collaborate with our remote international workforce to enhance productivity and outcomes.