Team Lead, Customer Success
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Job Description
Team Lead guiding Customer Success Managers across Southern EMEA for CoachHub’s digital and AI coaching platform. Driving retention, renewals, team development, and customer outcomes across enterprise coaching programs.
Responsibilities:
- Lead, motivate and develop a team of 7–10 Customer Success Managers across the Southern EMEA region
- Hold regular 1:1s, set clear expectations, and create an environment where people can grow and perform
- Address performance challenges with clarity, fairness and consistency
- Foster continuous learning through coaching and actionable feedback
- Own customer health, retention and renewals across the team’s portfolio
- Support account strategy, executive stakeholder management, and complex customer situations
- Act as the primary escalation point for at-risk customers
- Personally manage a small portfolio of strategic customer accounts when required
- Improve team processes, ways of working, and operational excellence
- Ensure CRM data, reporting, and customer records are accurate and up to date
- Partner with Sales, Product, Operations, and other cross-functional teams to deliver a seamless customer experience
- Identify opportunities to improve efficiency, consistency, and customer impact as Customer Success scales
Requirements:
- 3–4+ years of Customer Success experience owning customer retention, renewals, and long-term customer health
- 2+ years of experience leading and developing high-performing teams
- Passion for coaching and developing people, with a track record of helping others grow
- Ability to inspire, motivate, and provide clear direction during periods of change
- Confidence addressing performance challenges constructively and early
- Experience in a fast-paced scale-up or high-growth environment
- Adaptability to thrive through ambiguity
- Strong organisational skills and a process-oriented mindset
- Excellent attention to detail
- Hands-on leadership style
- Full professional proficiency in English and French
- Experience in Learning & Development, HR Tech, or a related SaaS environment is a plus
- Legal right to work in the selected location; application form requests current residence and legal work status
Benefits:
- Access to your own certified coach
- Access to AIMY, CoachHub’s AI coach
- Stretch opportunities beyond your role
- Remote-first work with flexible options
- Wellbeing Days
- 1 Volunteering Day
- Extra holidays above the legal minimum in most locations
- Agile ways of working
- Recognition for fresh ideas
- Mission-driven work that changes lives
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