Customer Success Teamlead

Department: Customer Success | USA

About Us

At Teamwork, we pride ourselves on creating the best software, working with outstanding people, and going above and beyond for our customers. That excellence has been rewarded with hundreds of thousands of amazing customers all across the globe and millions of users who sign in every day to trust us with getting their businesses organized and running productively. We’re a profitable, entirely self-funded business with no investors or outside influences beyond one: our customers and what's best for them.

It’s a responsibility that we take very seriously. We’re a company of action, full of triers and doers: we try things, we make mistakes, and we learn from them.Growing this company from Cork with an extremely talented team of people is an amazing journey to be a part of. We’re a place to work unlike any other, and our incredible campus is a testament to our unique, creative way of doing things.  

We are looking for a customer success leader to help drive and evolve our customer success strategy, processes and execution;  you  will actively contribute to driving the ideal customer journey, defining the segmentation and touch-points of our customer success program.

We’ll rely on your judgment, and knowledge of the business and data to identify process improvement and lead rigorous execution across the customer success team. You’ll be adept at asking the right questions at the right time; you’ll lead with data, influence through relationships then produce results quickly. You’ll establish and enhance a culture of continuous improvements wherever you go and with whomever, you meet.

What you'll do

You will manage a group of 5-8 customer success managers that serves customers through various motions. Your people management responsibilities will include:

Regularly shadowing ECSM calls and providing advice and recommendations on how the team can proactively  support their customers throughout the journey, drive adoption with their customer base and effectively lead CBRs

Driving territories review with ECSMs every second week and be available to coach ECSMs on agreed follow up actions helping them create success plans and identify champions and power users

Leading at-risk team meetings every second week and be available to coach CSMs on agreed follow up actions and execute against agreed playbooks and strategy

Helping the ECSM consistently prepare and execute quarterly Sales and CS territory planning meetings 

Completing quarterly performance review as well as monthly individual development sessions

You will also manage a book of Selected Accounts (5/10) directly. You will be responsible for: 

Driving adoption activities that will help generate customer valued outcomes

Establish success plans and playbooks to serve different customer tiers

Identifying champions and power users and generate Customer Success Stories and testimonials from your customers

You will also work cross functionally to develop and execute customer success strategies balancing efficiency with the ideal customer experience, responsibilities will include

Representing the ECSM voice of customers with the  product management team to identify new features that will make our products more valuable for our customers

Proactively identifying areas of improvement and knowledge gap and share with the CEG director ideas on how to address and mitigate

Partnering closely with the Customer Operations Team to support ChurnZero  and CS Dashboards  adoption

Requirements

5+ years demonstrated SaaS  experience in Account Management or Customer success roles

3+ years in a management role, of equivalent experience hiring and coaching / mentoring team members 

International experience with project management or productivity/ collaborations software preferred

Excellent ability to mentor, coach, and effectively support remote  team members and inspire great team and individual performance

Strong analytical problem-solving skills, attention to detail and project management skills

Self Motivated, Driven, Consultative, curious,solution oriented you are able to effectively identify and balance competing priorities and make decisions that best support Teamwork

Excellent communication, organizational,interpersonal and time management skills

Ability to work and lead  in a fast-paced, growing environment and  lead multiple competing priorities

Flexible and able to learn and adapt quickly in a high-growth, dynamic environment

People-centric and relationship-oriented at your core. You’re devoted to ensuring your team success and ongoing development

Customer centric, you balance strategy with execution in order to ensure our customers’ success and drive adoption initiatives 

Ability to travel up to 20%

Fluency in English is essential 

What You Can Expect

Working at Teamwork isn't like a normal job. We believe in hiring only the best and then looking after them like they deserve. On top of a great financial package, we do everything possible to make Teamwork a great place to work.

We believe in paying a competitive salary: earn what you're worth, with regular reviews. We’re committed to your long-term future at the company, and we’re passionate about helping you to improve and enhance your skills.You have unparalleled freedom in how you do your job. Spot something that needs improving? Off you go, make it happen.

You’ll be given only the very best equipment so that, whatever your role, you'll have the very best kit to help you do your best work.We're invested in your health and happiness. We offer full health insurance and income protection to all our employees, so you can rest assured that you and your loved ones will be taken care of, no matter what happens.

We take work-life balance very seriously: we’ll set you up with a subsidized gym membership at the gym of your choice.

Join the journey at Teamwork.

Teamwork is an equal opportunities employer.

Submit your application

We would be delighted to hear from you!