Customer Success Team Lead

1 week ago

Burnaby, Canada Global Fleet Management Full time

We are looking for an experienced **Customer Success Team Lead**to lead a Team responsible for driving long-term client relationships and expanding post-sale value. This is an excellent opportunity for a hands-on leader who thrives in fast-paced environments, enjoys mentoring others, and is passionate about delivering an exceptional customer experience.

**About the Role**

In this role, you’ll oversee a team managing SMB and key mid-market and enterprise accounts. You’ll coach Customer Success Specialists to deepen client engagement, ensure smooth renewals, and identify opportunities for growth. You’ll also work closely with leadership and other departments to evolve customer strategy, operations, and outcomes.

**What You’ll Do**
- Lead and grow a team of Customer Success Specialists supporting SMB and high-value clients
- Establish and refine processes to improve onboarding, engagement, retention, and expansion
- Build and execute strategic account plans, acting as a trusted advisor to top clients
- Partner cross-functionally with Sales, Product, and Operations teams to align on customer needs
- Set performance targets, track KPIs, and continuously improve team outcomes
- Hire, train, and develop talent while fostering a collaborative and high-performance culture

**What You Bring**
- 5-7 years of experience in customer success, account management, or B2B SaaS sales
- 2-4 years of experience managing or mentoring a high-performing team
- Proven ability to drive customer outcomes and build long-term client relationships
- Strong strategic thinking, communication, and problem-solving skills
- Comfort operating in a fast-changing environment with competing priorities
- Track record of collaboration across departments to support customer success

**Nice to Have**:

- Experience leading CS teams at a growing tech or SaaS company
- Familiarity with clients in operations-intensive industries (e.g., logistics, services)

**Why This Role**

If you're motivated by growth, leadership, and the opportunity to shape a team that directly impacts business outcomes, this role offers strong career progression and the ability to make a meaningful difference.

**Job Types**: Full-time, Permanent

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- Paid time off

**Schedule and Location**
- Monday to Friday
- Onsite

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