Customer Success Team Lead, NA — Hands-On Coach

Rezdy; Austin (TX); On-site; USD 110,000 - 160,000; Full time

Job summary

Rezdy is seeking a Customer Success Team Lead, North America to lead a pod of CSMs while managing a personal book of strategic accounts. You will coach, develop, and drive renewal and expansion strategies, aligning with regional leadership to meet retention targets and customer outcomes.

You'll collaborate with Sales, Onboarding, and Support to ensure smooth handoffs, escalations, and proactive customer engagement across the North American market.

Qualifications

• 2+ years leading a CSM/AM team in a B2B SaaS environment.
• Hands-on leadership with coaching and active account management.
• Strong renewal, expansion, and churn management capabilities.
• Experience applying segmentation and a customer health framework across a team.

Responsibilities

• Lead a pod of Customer Success Managers (roughly 4–8) with daily/weekly priorities and team rhythm.
• Manage a personal book of strategic or complex accounts alongside coaching the team.
• Coach CSMs on renewals, escalations, and difficult conversations, stepping into calls when needed.
• Run regular 1:1s and performance reviews; identify development needs early.
• Apply the customer health, segmentation, and engagement framework consistently.
• Track retention, churn, and expansion metrics and report up to leadership.
• Partner with Sales, Onboarding, and Support to smooth handoffs and escalations.
• Help onboard and ramp new CSMs joining the pod.

Skills

Team leadership

Customer Success

B2B SaaS

Account management

Renewals & churn

Data-driven

Executive communication

Cross-functional collaboration

Job description

Rezdy is seeking a Customer Success Team Lead, North America to lead a pod of CSMs while managing a personal book of strategic accounts. You will coach, develop, and drive renewal and expansion strategies, aligning with regional leadership to meet retention targets and customer outcomes.

You'll collaborate with Sales, Onboarding, and Support to ensure smooth handoffs, escalations, and proactive customer engagement across the North American market.