What Are We Looking For?

Were looking for a Team Lead, Customer Success Advocate to lead and scale our one-to- many Customer Success motion for long-tail customers. This is a player-coach role for a hands-on Customer Success leader who thrives at the intersection of customer engagement, commercial execution, and operational excellence.

In this role, youll manage your own portfolio of customers while also leading and developing a team of Associate Customer Success Advocates (CSAs). Youll ensure our scaled programs run smoothly, customers stay engaged and on track, and renewal outcomes are predictable and data-driven. Youll also act as a key connector between front-line execution and Customer Success leadershipbringing visibility, insights, and recommendations that help shape strategy at scale.

If you enjoy mentoring others, working across systems and teams, and using data to drivebetter customer and business outcomes, this role offers both leadership impact and hands-on ownership.

Heres What Youll Be Doing:

Team Leadership & Development:

- Lead, coach, and support a team of Associate Customer Success Advocates, ensuring consistent execution across a large portfolio of long-tail customers

- Provide ongoing feedback, performance coaching, and development plans to help team members grow in customer, commercial, and operational skills

- Partner with Global Customer Success Leadership on hiring, onboarding, training programs, and performance evaluations Act as air traffic control for the long-tail portfolio, balancing workloads and ensuring customers receive timely, effective engagement

Customer Success & Commercial Execution:

- Act as air traffic control for the long-tail portfolio, balancing workloads and ensuring customers receive timely, effective engagement Customer Success & Commercial Execution

- Own a personal portfolio of customers, modeling best practices for scaled engagement and renewal readiness

- Support the team in managing renewals, navigating commercial conversations, and identifying expansion or upsell opportunities

- Maintain a strong understanding of subscription mechanics, renewal timelines, and risk signals

- Identify early signs of churn or contraction and escalate risks with clear recommendations

Data-Driven Program Management:

- Use data as the foundation for decision-making, analyzing adoption trends, customer health, and team activity

- Track and report on KPIs related to engagement, renewals, pipeline contribution, and program effectiveness

- Provide data-backed recommendations to improve outreach strategies, workflows, and tooling

- Set the standard for Salesforce and system hygiene, ensuring accurate, reliable reporting

Cross-Functional Collaboration:

- Serve as a senior escalation point for internal teams including Technical Support, Solutions, and Product

- Ensure customer feedback and trends from the long-tail segment are clearly communicated and prioritized

- Balance internal leadership responsibilities with external customer needs in a fast-moving environment

What Really Gets Us Excited About You?

- 7+years of experience in Customer Success, Account Management, or a related SaaS role, with prior leadership or team-lead experience preferred

- Proven experience supporting renewals and commercial workflows in a subscription business

- Strong analytical mindset - youre comfortable using data to tell a story and influence behavior Excellent organizational skills with the ability to juggle competing priorities across

- Excellent organizational skills with the ability to juggle competing priorities across customers and team needs

- Exceptional written and verbal communication skills, with confidence engaging both individual contributors and senior leaders

- Familiarity with CS tooling such as Salesforce (SFDC), Gong, and reporting dashboards

- Experience in SaaS, Martech, CMS, or digital experience platforms is a strong plus

What Success Looks Like in This Role:

- High-Performing Team: Associate CSAs consistently meet or exceed engagement, data quality, and pipeline KPIs

- Revenue Protection: Strong renewal rates across the long-tail segment with clear identification of expansion opportunities

- Operational Excellence: Scaled programs run smoothly, with improved processes, documentation, and training materials

- Leadership Visibility: Customer Success leadership has a clear, data-driven view into long- tail customer health and program impact