Customer Success Engineering Team Lead, Freshpaint

• Experience: 8+ years in Customer Success Engineering, Solutions Architecture, Professional Services, or similar roles, with a majority in strategic or leadership positions
• Technical Proficiency: Advanced knowledge of web technologies (HTML, CSS, JavaScript), analytics, and data platforms. Experience with tag management systems like Google Tag Manager and proficiency in SQL are highly desirable
• Leadership Skills: Proven ability to manage and develop high-performing teams, mentor colleagues, and lead by example
• Customer Focus: Deep commitment to customer success, with exceptional interpersonal skills and the ability to build strong relationships at all levels, including C-suite
• Communication: Exceptional written and verbal communication skills, with experience presenting to executives and managing complex customer escalations
• Operational Excellence: Strong analytical and process-oriented mindset, with a history of driving measurable results

Desirable

• Our success is defined by the success of our customers – we’re looking to bring on founding members of our Customer Success team to help our customers successfully take a privacy first approach to healthcare marketing
• The Customer Success team at Freshpaint empowers our customers to deliver on their goals, while prioritizing privacy and data quality. We ensure repeated value that unlocks growth for our customers through our focus on delivery excellence, industry expertise, efficiency, and dedication to customer outcomes
• We are looking for a Team Lead, Customer Success Engineering (CSE) to oversee a small but high-impact team of CSEs and guide our strategic customer onboarding and implementation efforts
• This role blends technical expertise, customer advocacy, and team leadership to ensure our customers derive maximum value from Freshpaint while fostering a high-performance team environment
• Lead the onboarding and implementation of Freshpaint for strategic customers, ensuring timely and successful adoption of the platform
• Serve as a technical advisor and escalation point for Freshpaint’s most strategic accounts
• Facilitate technical roadmap discovery with customer champions, aligning their needs with Freshpaint’s product development
• Communicate complex technical concepts to diverse audiences, including marketers, product managers, data scientists, engineers, and C-level executives
• Foster customer champions by driving high adoption rates and showcasing business value through multiple use cases
• Manage and mentor a team of 1-3 Customer Success Engineers, providing guidance on customer interactions, technical problem-solving, and professional development
• Define and execute onboarding plans for new team members, ensuring their success and integration into the team
• Serve as a mentor and player-coach, balancing hands-on work with leadership responsibilities
• Own and deliver on leading and lagging indicators for customer success, including time to value, adoption metrics, and account satisfaction scores
• Document processes and outcomes consistently in project management tools (e.g., Monday.com)
• Contribute to and define frameworks, playbooks, and processes that set the standard for Freshpaint’s customer success teams
• Collaborate with Product, Engineering, and Support teams to address customer feedback and drive product enhancements
• Participate in customer advisory boards, community events, and strategic initiatives to amplify customer impact
• Lead internal projects and special initiatives to scale Freshpaint’s customer success capabilities
• Stay informed on best practices in enterprise healthcare, health technology, and data privacy
• Advocate for the voice of the customer internally, contributing to case studies, referrals, partnerships, and beta programs