CSM Team Lead

Switchboard Hiring; Dallas (TX); Hybrid; USD 120,000 - 140,000; Full time

Benefits offered by this job

Comprehensive health coverage

401(k) match

Generous PTO

Remote flexibility

Job summary

Yooz is seeking a Customer Success Manager - Team Lead via Switchboard Hiring in the Dallas area. This player/coach role will own a personal book of accounts while leading a team of CSMs focused on our smaller-revenue customers.

You will coach, drive product adoption and ROI, own renewals and expansions end-to-end, and collaborate with Product, Support and Marketing to influence roadmap and messaging. Location requires 3 days in office.

Qualifications

• 3+ years as a Customer Success Manager in a B2B SaaS environment.
• Prior experience leading or mentoring other CSMs strongly preferred.
• Familiarity with CSM playbooks for fast-growing SaaS companies.
• Strong business acumen to discuss ROI and impact with finance stakeholders.

Responsibilities

• Lead and coach a team of CSMs responsible for Yooz's smaller-revenue accounts.
• Own a personal book of customer accounts post-implementation, serving as primary point of contact.
• Drive product adoption and engagement across the team's portfolio, ensuring measurable ROI.
• Proactively monitor account health, identify churn risk, and develop mitigation strategies.
• Own renewals and expansions end-to-end — full account management ownership, not a Sales handoff.
• Build and refine CSM playbooks for a fast-growing SaaS/automation environment.
• Collaborate with the customer marketing function on programs that support retention and expansion.
• Serve as the voice of the customer internally — relay feedback to Product, Support, and Marketing to influence roadmap and messaging.
• Maintain accurate account records, health scores, and customer notes in the CRM/CS platform.

Skills

Team leadership

Account ownership

SaaS experience

ROI discussions with finance

Tools

CRM (Salesforce)

Job description

Switchboard is seeking a Customer Success Manager - Team Lead on behalf of our client, Yooz.

This is a player/coach role: you'll own a book of your own accounts while also leading a team of CSMs focused on our smaller-revenue accounts. We're looking for a relationship-driven leader who's comfortable both as a trusted advisor to finance leaders and as a hands-on coach building CSM motions.

About Yooz

Yooz is redefining Lean Financial Operations automation. They're a global leader in cloud-based AP and purchase-to-pay automation, trusted by 600,000+ users across 50+ countries to eliminate waste, accelerate growth, and defeat fraud with industry-leading native AI. Great Place To Work Certified, Yooz puts people first with a culture built on integrity, excellence, and obsessive customer focus.

Responsibilities

• Lead and coach a team of CSMs responsible for Yooz's smaller-revenue accounts, reporting to the Head of CSM NORAM
• Own a personal book of customer accounts post-implementation, serving as the primary point of contact and trusted advisor throughout the customer lifecycle
• Drive product adoption and engagement across the team's portfolio, ensuring customers realize measurable ROI from the Yooz platform
• Proactively monitor account health across the team's book, identify churn risk, and develop mitigation strategies before issues escalates
• Own renewals and expansion/upsell within your team's accounts end-to-end — full account management ownership, not a hand-off to Sales
• Build and refine CSM playbooks suited to a fast-growing SaaS/automation environment
• Collaborate with the customer marketing function on programs that support retention and expansion
• Serve as the voice of the customer internally — relaying feedback to Product, Support, and Marketing to influence roadmap and messaging
• Maintain accurate account records, health scores, and customer notes in the CRM/CS platform for your team

Requirements

• 3+ years of experience as a Customer Success Manager in a B2B SaaS environment; prior experience leading or mentoring other CSMs strongly preferred
• Proven track record of owning renewals, driving product adoption, and closing expansion/upsell within accounts — not reliant on a Sales handoff
• Familiarity with CSM playbooks for fast-growing SaaS companies (automation/scaled-CS motions)
• Strong business acumen with the ability to speak credibly to finance stakeholders about ROI and operational impact
• Excellent communication and relationship-building skills — equally comfortable in a day-to-day check-in and an executive business review
• Organized and proactive, with the ability to manage a full portfolio of accounts (plus a team) without letting anything slip
• Experience with AP automation, fintech, or accounting/finance workflows is a plus but not required

Details

• Location: Dallas metro area (3 days in office)
• Benefits: Comprehensive health coverage, 401(k) match, generous PTO, remote flexibility

US work authorization required. Sponsorship not available.

Compensation Range: $120K - $140K