Customer Success Team Lead

US - Remote / East Coast

Position Overview

Candex is seeking a Customer Success Team Lead to lead a team of CSMs, in a dynamic, fast-growing environment.

The team lead will provide guidance and operational support to the CSMs located in their region. They will manage CSM assignments to projects, manage workload, oversee performance, ensure KPIs are met and be the point of escalation for team members and clients. They will partner closely with the SVP of Customer Success who is responsible for the overall relationships with the clients assigned to the Account Leads in their region to ensure client satisfaction, on time delivery and data integrity.

You will also project manage the full client launch process from start to finish, help onboard and launch new clients, support expansion with existing clients into new markets.

A successful CSM Team Lead will be able to work in an agile environment, and be responsive to team & client needs.

This position will report to and work closely with our Director of Customer Success. 

The Role

• Lead a team of skilled Customer Success Managers, providing guidance and fostering a collaborative environment. 
• Serve as the executive sponsor of your team's accounts- Meet with managers on the client side, manage escalations and lead and participate in strategic meetings.
• Guide the team within complex and challenging customer issues with CS best practices in mind.
• Enable, coach, mentor, and grow a team of exceptional Customer Success Managers.
• Create and execute Individual Development Plans (IDP's) for your direct reports and conduct regular check-ins to ensure the team is on the right path.

 Qualifications

• Bachelor's degree; Advanced Degree in Business, IT, Purchasing, or Finance is a strong plus.

• At least 3 years of experience in leading a team of CSMs or Professional Services or similar.
• Minimum of 5 years of experience in customer success, account management, or a related customer-facing role.
• Experience servicing large (Fortune 2000) companies or enterprises.
• Strong project management background (certifications are a plus); must drive project timelines while building and maintaining trust with stakeholders.
• Proficient analytical skills and a data-driven mindset to effectively translate insights into actionable recommendations
• Exceptional oral and written communication, interpersonal, and problem-solving skills. Strong organizational aptitude with the capacity to manage diverse client demands.

• Strong presentation and training skills, including ability to speak clearly and respond to questions during training sessions.
• Proficiency in Google Suite and Microsoft Office Suite, specifically Excel and PowerPoint.
• Strong technical aptitude and ability to learn software applications and integrations.
• Full proficiency in English, both written and verbal (additional languages are a plus, Hebrew is an advantage).
• Genuine passion for customer success and a steadfast commitment to delivering an exceptional customer experience

Preferred Experience

• Strong technical proficiency, especially in JS, HTML, XML, and JSON, is considered a plus

Why Work With Us

• We are humble, hungry, intelligent and collaborative
• Unlimited PTO and a flexible working environment
• We offer comprehensive medical, dental, and vision, Flexible Spending Account,  Health Savings Account (with an employer contribution) 
• We also provide Life Insurance, STD and LTD
• Wellbeing benefits through Employee Assistance Program, Spring Health and OneMedical
• 401(K) retirement plan 
• Home Office Setup
• Team-building offsites and outings