Customer Success Team Lead

Base44 Inc.; New York (NY); Hybrid; USD 150,000 - 170,000; Full time

Benefits offered by this job

Health insurance

Dental & Vision

Mental health support

Flexible time off

401K matching

Equity & ESPP

RSUs

Job summary

Base44 Inc., an Wix-acquired AI-powered software platform, seeks a Customer Success Team Lead in New York to own post-sale value for mid-market customers, driving renewals and growth. You will build and lead a team of CSMs/Account Managers, manage key accounts, and balance scaled and high-touch motions while collaborating with Sales on handoffs and forecasts.

This hybrid role requires 3 days in-office. Base44 offers RSUs, a base salary of $150,000–$170,000, comprehensive benefits, and

Qualifications

• 5+ years of experience in account management or customer success in a B2B technology company, preferably a startup or high-growth environment.
• 3+ years of experience directly managing and developing a team of account managers or customer success managers.
• Proven track record of driving retention, renewals, and expansion across a book of customers, with a strong understanding of mid-market customers.
• Experience running both a scaled, programmatic motion and a high-touch, hands-on motion, and knowing when to use each.
• Strong communication and executive presence, with the ability to build relationships with customers from end users to senior stakeholders.
• Data-driven and comfortable with CRM and reporting tools, ideally HubSpot, with accurate forecasting of renewals and expansion.
• Experience managing enterprise customers - an advantage.

Responsibilities

• Lead, coach, and grow a team of CSMs/Account Managers, with a coaching-first cadence: regular 1:1s, account and renewal reviews, call coaching, and QBRs
• Manage a small book of strategic mid-market accounts yourself, serve as the escalation point for the team’s most important customers, and step into critical customer conversations
• Help build the post-sale operating model for mid-market customers, including account segmentation, coverage models, onboarding and adoption playbooks, and clear handoffs from Sales
• Manage and improve both scaled (programmatic, digital-led, automated) and higher-touch (dedicated CS, solution engineers, executive relationships, tailored plans) motions, placing customers into appropriate approaches
• Own the team’s results for retention, renewals, and customer health, with accurate forecasting and collaboration with Sales on expansion and upsell
• Monitor customer health, usage, and risk signals, ensuring at-risk accounts receive timely and effective support.

Skills

Account management

Customer Success

Team leadership

Data-driven

CRM

Tools

HubSpot

Job description

We’re building the go-to-market team for Base44, an AI-powered software development platform recently acquired by Wix. As our Customer Success Team Lead, you’ll build and lead the team that owns our business customers after the sale, with a focus on our mid-market accounts, making sure they get real value from the platform, renew, and grow with us.
In your day-to-day, you will

• Lead, coach, and grow a team of CSMs/Account Managers, with a coaching-first cadence: regular 1:1s, account and renewal reviews, call coaching, and QBRs
• Manage a small book of strategic mid-market accounts yourself, serve as the escalation point for the team’s most important customers, and step into critical customer conversations
• Help build the post-sale operating model for mid-market customers, including account segmentation, coverage models, onboarding and adoption playbooks, and clear handoffs from Sales
• Manage and improve both scaled (programmatic, digital-led, automated) and higher-touch (dedicated CS, solution engineers, executive relationships, tailored plans) motions, placing customers into appropriate approaches
• Own the team’s results for retention, renewals, and customer health, with accurate forecasting and collaboration with Sales on expansion and upsell
• Monitor customer health, usage, and risk signals, ensuring at-risk accounts receive timely and effective support

This is a hybrid position, and the team is expected to come to the office 3 days per week.

Requirements

• 5+ years of experience in account management or customer success in a B2B technology company, preferably a startup or high-growth environment
• 3+ years of experience directly managing and developing a team of account managers or customer success managers
• Proven track record of driving retention, renewals, and expansion across a book of customers, with a strong understanding of mid-market customers
• Experience running both a scaled, programmatic motion and a high-touch, hands-on motion, and knowing when to use each
• Strong communication and executive presence, with the ability to build relationships with customers from end users to senior stakeholders
• Data-driven and comfortable with CRM and reporting tools, ideally HubSpot, with accurate forecasting of renewals and expansion
• Experience managing enterprise customers - an advantage

About the team

We’re Base44, a newly acquired part of Wix, on a mission to change how software gets built. Our AI-powered platform allows anyone to create custom software applications using natural language - no traditional coding required. We operate like a startup within Wix: fast-moving, collaborative, and focused on solving complex problems with simple, elegant solutions.Expected base compensation salary range $ 150,000- $ 170,000. In addition to base pay you will receive company RSUs as part of the compensation package. Final package may vary and will be determined by various factors including location the role is expected to be performed, shift, candidate profile and ideal qualifications.

In addition to a competitive compensation package and opportunities for professional growth, Wix offers comprehensive benefits to support the well-being and financial security of our employees. Our benefits include:

• Comprehensive health & life benefits including fully covered medical, dental and vision.
• Generous and flexible time off for personal recharge and special life moments
• Emotional and mental health support programs
• Allowances supporting nutrition, fitness and productivity
• 401K matching, with no vesting period
• Equity & ESPP

We grant RSUs (restricted share units) to all of our employees. We believe that our employees directly impact our success and thus should benefit from our successes.

We’re proud to be an equal opportunity employer. Wix was built around the idea that everyone has the right to be successful, online. This same vision defines us as an employer: creating a work environment where everyone is welcome, and anyone has the right to succeed.

About Base44

We’re building something game-changing, and we’re just getting started. This is a unique opportunity to define the positioning of a product that’s changing how people build software. If you’re comfortable owning a project from start to finish, crafting clear and compelling storytelling, and thrive working at the intersection of marketing and emerging technology - you’ll fit right in.