Customer Success Lead (Remote from Bulgaria)

Overview

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Customer Success Lead in Bulgaria.

As a Customer Success Lead, you will manage a team of Customer Success Managers (CSMs) across the EMEA region. Your primary mission is to ensure customers are achieving maximum value from the platform, while scaling the success function for growth. You will lead by example, developing processes, playbooks, and automation to improve customer impact and drive team efficiency. In this role, you’ll collaborate with cross-functional teams, build strong relationships with strategic customers, and lead efforts to drive long-term success and customer retention. This is an exciting opportunity to define and shape the customer success function at a rapidly growing company in a dynamic, remote-first environment.

Accountabilities

• Lead and develop a high-performing team of CSMs, focusing on customer retention, satisfaction, and value realization.
• Design and implement scalable processes, playbooks, and automations to optimize team performance and customer outcomes.
• Partner closely with Sales, Product, and Support teams to ensure a seamless customer experience and align efforts with company goals.
• Use data and insights to track customer health, identify risks, and proactively address challenges.
• Establish strong communication channels within the team and across departments to ensure customer success initiatives align with company strategy.
• Own territory planning and resource allocation, ensuring that CSMs are strategically focused on key priorities.
• Advocate for customers internally, sharing feedback to improve the product and customer experience.
• Foster a positive team culture through mentorship, regular feedback, and career development opportunities.

Requirements

• At least 2 years of experience managing a team, with a focus on hiring, developing, and retaining top talent.
• Over 10 years of experience in Customer Success, Account Management, or related customer‑facing roles, ideally with enterprise clients.
• Strong background in the tech industry, with expertise in automation and workflow solutions.
• Proven ability to collaborate cross-functionally with internal teams and external partners.
• Exceptional communication skills, with the ability to handle complex customer conversations and resolve conflicts constructively.
• Experience using data and performance metrics to drive decisions and improve team effectiveness.
• Bachelor’s degree (preferably in a technical or engineering field).
• Fluent in English; additional languages are a plus.

Benefits

• Competitive salary with equity options in a rapidly growing company.
• Flexible working hours and remote-first culture.
• 30 days of vacation (plus public holidays) for European-based employees.
• Comprehensive health and wellness benefits (including dental and vision insurance).
• 401(k) retirement plan with 4% employer match (US-based employees).
• Company-paid short- and long-term disability insurance and life insurance.
• €1K per year for personal development (courses, books, events, or coaching).
• Regular team off-sites and virtual hackathons to foster team collaboration and innovation.
• $100 per month for supporting open-source projects.
• Unlimited AI budget to explore tools and boost productivity.
• Transparent and ambitious company culture with a strong focus on work‑life balance and career growth.