Team Lead, Scaled Customer Success
USA
Customer Success – Success Management /
Remote /
Remote
We are seeking a dynamic and results-driven Scaled Customer Success Leader to join our team. As the Scaled Customer Success Lead, you will play a pivotal role in ensuring the success and satisfaction of our customers utilizing our platform to scale their cloud GTM efforts. You will lead, define, and manage a low-touch one to many motion, engage with customers across our Growth and Enterprise segments, and provide strategic guidance to help them achieve their business objectives. This is a new motion and role within Tackle that needs to be built and requires a self-starter who is able to make a quick impact on our business. You will spearhead proactive engagement strategies to drive adoption, retention, and expansion within our customer base. This role demands a blend of strong leadership oversight, strategic thinking, customer-centricity, and cross-functional collaboration to deliver exceptional value and support to our customers.
What You'll Do:
- Oversee a team of up to 2 Scale CSM resources responsible for delivering the Scaled Success Program
- Develop and execute a proactive engagement strategy to drive adoption, retention, and expansion within the customer base.
- Define and establish scaled success programs that facilitate one-to-many adoption motions for ongoing enablement and engagement, and support your team in driving adoption to those programs
- Own and engage in coordinated risk management activities with your Scale CSM team to prevent churn
- Collaborate cross-functionally with Customer Success Operations to identify and establish the right tooling and process automation to deliver an effective Scaled CS motion
- Partner with with Sales, Product, Onboarding, and Support teams to ensure a seamless customer experience
- Provide onboarding assistance, training, and best practice guidance to empower customers to maximize the value of our platform.
- Check in with customers periodically to re-evaluate GTM goals and progress toward completing them
- Monitor customer health metrics and proactively address any issues or concerns to drive customer satisfaction and retention
- Report on customer health metrics, overall program adoption and engagement rates, and the success of the program
- Gather customer feedback and insights to inform product roadmap decisions and enhancements
- Stay current on industry trends, best practices, and competitive landscape to effectively advise customers on GTM strategies
You Should Have:
- 5+ years of experience in customer success, account management, or a related customer-facing role, preferably in the SaaS or cloud industry, of which a minimum 3 years were performed in a leadership or team lead capacity
- Experience delivering scaled customer success programs with support from limited Customer Success resources
- Substantial understanding of risk management techniques, including the development of playbooks to proactively and effectively mitigate identified areas of churn
- Proven track record of managing a portfolio of customers and driving successful outcomes
- Strong understanding of cloud technologies, GTM strategies, and digital marketing concepts
- Excellent communication, presentation, and interpersonal skills
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively
- Analytical mindset with the ability to interpret data and derive actionable insights
- Experience working with CRM platforms (e.g., Salesforce) and customer success tools (e.g., Gainsight, Intercom, Churnzero, Catalyst) is a plus
$100,000 - $137,500 a year
(Salary range indicates base compensation with a bonus)
The salary information shown is a general guideline only. Any offer extended to a candidate will be based upon multiple factors including local currency, knowledge, skillset, experience and internal equity.
