Team Lead or Manager, Customer Success

Team Lead or Manager, Customer Success

Department: Customer Success

Employment Type: Full Time

Location: Remote (Canada)

Reporting To: Quinn Kliman

Compensation: $112,594 - $143,050 / year

Description

We are hiring a Team Lead/Manager to lead one of our Customer Success teams!

As a Team Lead/Manager of Customer Success, you will:

• Lead a team dedicated to ensuring our customers' success, helping them achieve their goals while driving customer success and retention.
• Be at the forefront of scaling a high-performing team, fostering growth, and retaining top talent.
• Develop and refine processes and best practices to deliver consistent, scalable outcomes for our partners.
• Collaborate with internal teams like Sales, Product, and Marketing to ensure seamless transitions and strong customer relationships.
• Build meaningful, long-term relationships with enterprise-level clients, acting as a trusted advisor and key escalation point.

Our Spare HQ is in Vancouver, BC, but this position is open to remote work options across Canada. If you like coming into an office, you can work from our HQ as desired, and we also provide a co-working stipend for those who wish to work in an office outside Vancouver.

About the role

In this role you will...

Team Growth and Structure

• Develop and execute on a hiring plan for the Customer Success team, including role criteria and an interview process to assess candidate performance and role aptitude.
• Outline criteria for candidate selection, focusing on skills and qualities essential for building a high-performing team, while implementing strategies to attract top talent.

Team Leadership, Performance Management, and Coaching

• Lead and optimize the Customer Success team, focusing on improving processes, delegating tasks effectively, and driving high team performance through structured coaching and performance management.
• Establish a framework for monitoring and improving team performance, ensuring accountability, and fostering a culture of continuous learning.
• Define and track KPIs and OKRs to measure team success, aligning team goals with broader business objectives.

Customer Relationship Management

• Develop and implement strategies to manage customer expectations post-implementation, ensuring transparency and alignment on service outcomes and ongoing deliverables.
• Act as an escalation point for high-priority customer concerns, resolving issues promptly and maintaining a customer-first mindset to foster loyalty and trust.

Develop Processes and Best Practices

• Design and implement scalable processes, playbooks, and templates to streamline customer success workflows, ensuring consistent and efficient delivery..
• Identify tools and automation opportunities to enhance team operations and improve customer outcomes.

Internal Collaboration

• Partner with the Sales and Implementation teams to ensure seamless handoffs from project launch to ongoing customer success management.
• Develop and execute strategies to help the Growth team meet revenue targets, balancing the need to acuire new logos without overcommitting resources or deliverables.
• Provide insights and feedback from Customer Success to guide product improvements and better align services with customer needs.

Travel

• Travel as needed - up to 35% of the time - to maintain strong relationships with key clients, support customer success initiatives, and ensure alignment on strategic priorities.
• Coordinate travel for team members to meet with clients or attend critical meetings, ensuring high-impact customer engagements.

About You

You have...

• The disposition to thrive in a dynamic, fast-paced environment where urgency and action drive success.
• Extensive experience managing enterprise customer accounts
• 2+ years of leading a customer success team in a SaaS environment.
• Proven ability to navigate complex customer environments and meet tight deadlines.
• Exceptional communication, conflict resolution, and stakeholder management skills.
• Strong planning and organizational abilities, with a focus on continuous improvement and business alignment.
• A customer-focused mindset with a track record of driving exceptional outcomes and long-term satisfaction.

It will be considered a plus (or nice to have) if you have...

• Experience in a high-growth startup environment, demonstrating agility and resilience.
• A proven ability to attract, hire, and retain top talent while scaling teams effectively.