CSM Team Lead: SaaS ROI, Remote Flex

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

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.