Lead Customer Success Manager

The Lux Nomads; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

An innovative firm is seeking a Lead Customer Success Manager to elevate client experiences during their relocation journeys. This role involves managing a diverse client portfolio, collaborating with various partners, and ensuring seamless communication throughout the process. Ideal candidates will have a strong background in customer success, excellent organizational skills, and a proactive mindset. Join a fully remote team committed to transforming lives while enjoying high autonomy and the potential for growth into leadership roles as the team expands.

Benefits

Fully remote team

High autonomy

Opportunity for leadership growth

Empathetic work culture

Qualifications

• 3+ years in Customer Success or Account Management.
• Experience managing high-touch client relationships.
• Strong organizational and communication skills.

Responsibilities

• Serve as primary contact for clients during relocation journey.
• Coordinate with stakeholders to ensure clear communication.
• Identify process gaps and propose solutions.

Skills

Customer Success Management

Client Relationship Management

Organizational Skills

Communication Skills

Process Improvement

Education

Bachelor's Degree

Tools

Notion

Google Workspace

Slack

Zoom

CRM Platforms

Job description

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Strategic Business Operations Professional | Customer Experience Specialist

Lead Customer Success Manager

Reports to: Senior Customer Success Manager

Location: Remote

Type: Full-time, 1099 Contractor

The Role

We’re looking for a Lead Customer Success Manager who thrives at the intersection of client service, team support, and operational excellence. This is a high-touch, hands-on role where you’ll manage a portfolio of 30–50 clients through the complex process of relocating abroad, while also acting as a steady, strategic support for our broader Customer Success team.

You’ll collaborate daily with relocation partners, including immigration lawyers, tax advisors, school agencies, and real estate professionals, while helping fellow CSMs navigate challenges, clarify workflows, and stay aligned with best practices. This is a great fit for someone who’s been a strong CSM and is ready to step into more team leadership and process refinement, without direct people management responsibilities (yet).

What You’ll Do

1. Serve as the primary point of contact for 30–50 clients at a time throughout their full relocation journey—from onboarding through post-move support
2. Own client timelines, coordinate with internal and external stakeholders (lawyers, housing agents, etc.), and ensure clear communication throughout
3. Deliver a concierge-level experience with empathy, attention to detail, and a proactive mindset
4. Support CSMs by answering questions, troubleshooting challenges, and ensuring SOPs and playbooks are followed
5. Act as the first line of escalation for client issues before they reach the Senior CSM
6. Help onboard and train new CSMs, sharing tools, templates, and examples to support consistency
7. Identify process gaps or inefficiencies and work with the Senior CSM to propose and implement solutions
8. Maintain accurate documentation in tools like Notion, GSuite, and our CRM to ensure visibility across the team
9. Collaborate cross-functionally with Sales and Ops to ensure a seamless client experience
10. Share insights with the Senior CSM to inform team-wide strategies and improvements

Who You Are

• A high-performing CSM ready to take on more responsibility and team impact
• A natural organizer and communicator who keeps details in order and timelines moving
• Calm, empathetic, and clear when clients feel overwhelmed
• Process-driven but flexible—able to follow structure and adapt when needed
• Eager to mentor others and share what works (and what doesn’t)
• Comfortable juggling client relationships while also supporting a fast-moving team

What We’re Looking For

• 3+ years in Customer Success, Client Services, or Account Management
• Experience managing high-touch client relationships and complex service delivery
• Experience supporting junior team members or new hires
• Strong organizational skills, with the ability to manage multiple timelines at once
• Excellent written and verbal communication
• Proficiency with tools like Slack, Notion, Google Workspace, Zoom, Fathom, AI tools and CRM platforms

Bonus points for:

• Background in relocation, immigration, or high-touch service industries
• Familiarity with the Spanish visa process or experience living abroad

What Success Looks Like

• High client satisfaction and retention across your portfolio
• Fewer internal bottlenecks and escalations
• Clear, well-documented processes followed by the CS team
• Smooth collaboration with partners and internal teams
• Strong partnership and communication with the Senior CSM

Why Join Us

• Help people transform their lives by relocating abroad
• High-impact, high-autonomy role at a fast-growing company
• Fully remote team with a culture of ownership and empathy
• Opportunity to grow into a formal leadership role as the CS team scales

Seniority level

• Mid-Senior level

Employment type

• Full-time

Industries

• Professional Training and Coaching

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