Customer Success Team Leader

TCR Tech Research Limited; United States; Remote; USD 60,000 - 110,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Success Team Leader to drive customer satisfaction and retention across a global team. In this pivotal role, you will lead a diverse group of Customer Success Managers, implementing strategies to enhance customer engagement and ensure product adoption. You will be responsible for monitoring key success metrics, fostering relationships with clients, and collaborating with internal teams to continuously improve product offerings. If you are passionate about customer success and thrive in a fast-paced environment, this is an exciting opportunity to make a significant impact in a mission-driven organization.

Benefits

Working from home

Flexible hours

Yearly performance bonus

Paid medical insurance

Daily lunch allowance

Sport/Gym allowance

Udemy unlimited subscription

Onboarding plan and training

Equipment support

No dress code

Qualifications

• Proven experience in a Customer Success leadership role, preferably in SaaS.
• Strong leadership skills and experience managing remote teams.

Responsibilities

• Lead and develop a global Customer Success team across multiple time zones.
• Enhance customer engagement and retention through strategic initiatives.

Skills

Customer Success Management

Leadership

Communication

Problem-Solving

Data Analytics

Customer Engagement Strategies

CRM Tools

Education

Bachelor's Degree

Master's Degree (preferred)

Tools

CRM Software

Job description

At TRG we work in a global environment where every diverse personality and culture is included. We look for talented people all over the world who have passion for what they do and work together, shoulder to shoulder, to empower our customers in their fight against crime and terror.

Though technology is important, people always come first!

Our Core Values are our DNA, so if your DNA matches ours, you are at the right place!

• Whatever it takes! We follow a can-do approach, taking responsibility for milestones.
• Passion is our fuel! We Learn. We Grow. We Innovate.
• We make an impact! We bring innovation and always ask why.
• We work together! One for all, and all for one.

About you

We are looking for a Customer Success Team Leader to manage and grow our global Customer Success team across multiple time zones. This role is critical in ensuring our clients and end-users receive exceptional support, guidance, and value from TRG’s products. The ideal candidate will be a strategic thinker with a hands-on approach, dedicated to driving customer satisfaction, retention, and success.

What you’ll work on:

• Lead, mentor, and develop a team of Customer Success Managers and Specialists across various time zones.
• Develop and implement strategies to enhance customer engagement, satisfaction, and long-term retention.
• Establish and optimize processes for onboarding, training, and ongoing support to ensure product adoption.
• Monitor and analyse key customer success metrics, identifying trends and areas for improvement.
• Provide comprehensive reporting about product usage and areas of improvement to the product development teams and sales team.
• Act as the main escalation point for customer issues, ensuring prompt resolution and effective communication.
• Collaborate with sales, product, and support teams to drive customer success initiatives and feedback loops for continuous product improvement.
• Foster strong relationships with key customers, understanding their needs and aligning them with TRG’s capabilities.
• Drive customer renewals and expansion by ensuring ongoing value realisation and addressing potential churn risks proactively.
• Stay up to date with industry trends and best practices to ensure the team remains innovative and customer-focused.

What we look for:

• Proven experience in a Customer Success leadership role (B2B), preferably in the SaaS, AI, or intelligence solutions space.
• Strong leadership and team management skills, with experience managing remote, globally distributed teams.
• Excellent communication and interpersonal skills, capable of building trust with both customers and internal stakeholders.
• Ability to work across time zones and manage a flexible schedule when needed.
• Strong problem-solving skills with a proactive and customer-centric approach.
• Experience in data analytics, customer engagement strategies, and CRM tools.
• Flexibility to travel to customers a few times a year.
• Fluency in English is mandatory; additional languages are a plus.

Your perks:

• Working from home: Hit your goals from the comfort of your home because we value the performance, not the place.
• Flexible hours: because we promote work-life balance.
• Yearly performance bonus: to reward good performance and hard work.
• Paid medical insurance: because we like to take care of you.
• Daily lunch allowance: so you can save lots of money, time, and effort by enjoying your free lunch at the office or home every day.
• Sport/Gym allowance to focus more on yourself, your well-being, and your health.
• Udemy unlimited subscription to promote your learning and development and grow your career.
• Onboarding plan and training so that you have a smooth induction and feel confident and ready to take over your new role.
• Equipment support so you have all the tools to do effectively and efficiently your work.
• No dress code because we want you to be as comfortable as possible.
• Gifts and rewards for celebrating birthdays, anniversaries, and personal milestones.
• Happy hours, coffee time, online team building, company events, and much more to promote team bonding and of course to have fun!
• Fresh fruit, snacks, coffee, and tea at the office because work makes us hungry!

About us

TRG Solutions deals with Data Fusion and AI products for civilian protection. Our mission is to empower our customers to fight crime and terror through state-of-the-art technologies that provide accurate and precise intelligence.

Our product, Intellectus, is the only cloud-based all-in-one fusion platform with integrated web intelligence, discovery capabilities, advertisement intelligence, virtual ID management, and third-party database integration that can be deployed in less than 24 hours.

Want to learn more? Visit our website at www.trgint.com and our LinkedIn page.

TRG Research and Development Ltd processes and/or controls all data in accordance with the EU General Data Protection Regulation (GDPR) 2016/679. For more information visit our Privacy Policy.