Customer Success – Team Lead

Customer Success – Team Lead Job Description Template

Our company is looking for a Customer Success – Team Lead to join our team.


  • Monitor team performance and report on metrics;
  • Listen to team members’ feedback and resolve any issues or conflicts;
  • Create an inspiring team environment with an open communication culture;
  • Discover training needs and provide coaching;
  • Set clear team goals;
  • Recognize high performance and reward accomplishments;
  • Oversee day-to-day operations;
  • Delegate tasks and set deadlines.


  • You will have experience supporting customers using SaaS solutions or internet/mobile products;
  • Familiar with customer support tools and structured way of working based on KPIs;
  • Confident dealing with difficult conversations and experience of performance management;
  • Combine technical know how with empathy, patience and strong communication skills;
  • Ability to multi-task, prioritize, and manage time effectively;
  • Must be customer centric and have the ability to adapt/respond to different characters;
  • You will have a great understanding of and interest in the internet, social media and mobile platforms;
  • Strong communication, leadership and coaching skills;
  • 4+ years of experience leading customer success teams, preferably with technology/SaaS companies;
  • Is self motivated and can manage change in a positive manner;
  • Is open and eager to learn.