Customer Success Lead, tem

• You are not a CS leader, but have aspirations to be in the future
• You're experienced with managing a large customer portfolio (1000+) and have built 1:many strategies
• You have senior experience owning customer success in a high-growth B2B startup or scale-up.
• You know how to build a playbook and systems that serve thousands, without losing the human touch.
• You can to embed protocols while also meeting the daily needs of customers.
• You are equally strong in strategy and execution; you can dream up the big picture and deliver the day-to-day.
• You're an excellent communicator, listener, and operator, comfortable at the table with execs and customers alike.
• You have proven experience in managing enterprise or small Enterprise clients (at volume)
• You have experience with CRMs like HubSpot and know how to design journeys, measure results, and iterate quickly.
• You care deeply about transparency, customer trust, and creating meaningful relationships.
• We are not looking for a contractor for this role

Desirable

• You'll build and lead the Customer Success function at tem, from vision to execution. Define the end-to-end customer experience across onboarding, adoption, growth, and retention.
• You'll be an expert in customer building and cultivating meaningful customer relationships, while resolving blockers and unlocking opportunities for long-term growth.
• You'll partner with Product to turn customer insights into roadmap features that matter; work with Marketing to co-create engagement campaigns, onboarding journeys, and advocacy loops; support operations with escalations.
• You'll build scalable playbooks and strategies to serve 1,000+ active customers and support our 2026 growth targets.
• You'll train and mentor our Senior CS Manager and agent model, as the customer base scales.
• You’ll operate as a trusted advisor, genuine listener, and first port of call, meaning you’re able to spot issues, turn soundbites or data into insights, and prioritise ruthlessly for the mutual benefit of all.
• You will regularly meet with customers to keep your finger on the pulse—and translate that into action internally.

• Chat with the Recruiter
• Hiring Manager Chat
• Task Assessment
• Culture & Values Alignment