CSM Team Lead
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Job Description
Customer Success Team Lead managing strategic enterprise accounts and mentoring Webbing’s US team. Driving adoption, retention, and growth for global IoT connectivity services.
Responsibilities:
- Manage the post-sales customer relationship with Webbing’s top accounts.
- Lead and mentor the NAM Customer Success team.
- Drive value realization, operational excellence, customer satisfaction, retention, and growth across the customer portfolio.
- Act as a strategic advisor to customers and a leader to the regional CSM team.
- Work closely with Sales, Sales Engineers, Product, Operations, Analytics, and Support to drive customer outcomes, team performance, and cross-functional alignment.
- Lead onboarding and enablement initiatives.
- Drive adoption and growth strategies.
- Conduct Executive Business Reviews.
- Anticipate customer risks and provide coaching and escalation support for strategic and at-risk accounts.
- Serve as the voice of the customer internally.
- Establish and drive best practices, playbooks, and operational processes across Customer Success.
- Monitor team KPIs including retention, churn, expansion, customer health, onboarding success, and customer satisfaction metrics.
- Partner with leadership to define regional customer success strategy and execution priorities.
- Ensure consistent customer engagement standards and service quality across managed accounts.
- Support hiring, onboarding, training, and performance management of Customer Success team members.
- Act as an escalation point for complex customer situations and executive-level communications.
- Drive a customer-centric culture focused on accountability, operational excellence, and measurable business outcomes.
Requirements:
- 5+ years of experience in Customer Success, Account Management, or Customer Operations in mission critical services environment - a must.
- 2+ years of experience leading or mentoring customer-facing teams - a must.
- Experience managing channel partners, resellers, and indirect customer relationships, including driving partner enablement, engagement, and growth strategies preferred - a must.
- Project management skills - a must.
- Availability to work according to East Coast (U.S.) business hours - a must.
- Proven experience managing strategic enterprise accounts and engaging with executive stakeholders.
- Strong leadership, coaching, and team management skills.
- Excellent communication, presentation, and relationship-building abilities.
- Experience conducting Executive Business Reviews and managing customer success plans.
- Ability to analyse customer usage trends and translate data into actionable business insights.
- Strong problem-solving, organizational skills.
- Ability to manage multiple priorities in a fast-paced, high-growth environment.
- Experience working cross-functionally with Sales, Product, Operations, and Support teams.
- Understanding of mobile connectivity, IoT, eSIM technologies, and enterprise mobility solutions - an advantage.
Benefits:
- The opportunity for professional development within a reputable international innovative and growing company.
- The opportunity to join a team of highly professional specialists in an international environment.
- Fully remote role
- Medical benefits
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