Customer Success Manager Team Lead, Aspire

• This role is ideal for a seasoned CSM professional ready to expand their impact through both direct account ownership and team development.
• 5+ years of experience in account management, sales, or customer success within a SaaS business managing renewals
• 1+ years of people management experience in account management, sales, or customer success
• Proven ability to drive retention and expansion through strong commercial acumen and strategic account planning
• Demonstrated track record managing enterprise accounts in a B2B SaaS environment
• Experience coaching or mentoring Customer Success team members with demonstrated ability to elevate team performance
• Strong business acumen with the ability to identify growth opportunities and drive revenue outcomes
• Excellent relationship-building skills with both customers and internal stakeholders
• Strategic thinker who can balance hands-on account management with team leadership responsibilities
• Collaborative partner who thrives in cross-functional environments
• Process-oriented with a passion for operational excellence and continuous improvement

Desirable

• We're seeking an experienced Team Lead, Customer Success Manager to join our team in a dual capacity: managing a high-value portfolio of enterprise accounts while providing leadership and coaching to our Sr Customer Success Manager team
• Own and manage a portfolio of parent enterprise accounts valued between $800K and $1M, with renewals distributed across all four quarters
• Serve as the primary strategic advisor and trusted partner for your accounts, driving retention, satisfaction, and growth
• Identify and execute expansion opportunities within your portfolio
• Build strong, collaborative relationships with our Agency Services team to optimize outcomes for Hybrid accounts and identify opportunities to expand enterprise accounts into hybrid partnerships
• Coach and mentor a team of Customer Success Managers on account strategy, growth initiatives, and best practices
• Lead weekly account reviews to track progress toward key outcomes: retention, expansion, and attributable revenue generation
• Support CSMs through customer escalations, complex renewals, and strategic planning challenges
• Provide constructive feedback and performance insights to help team members continuously improve and succeed
• Partner with leadership to identify and implement process improvements that enhance operational efficiency
• Optimize team workflows to drive customer retention and elevate the overall customer experience
• Document and champion scalable best practices across the Customer Success organization
• Collaborate with the VP of Customer Success to synthesize customer feedback and communicate insights to Product, Sales, and other cross-functional teams
• Influence product roadmap and strategic direction based on customer needs and market trends