Senior CS Team Lead: Mid-Market Growth & Renewals

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

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