Customer Success Team Lead

Customer Success Chapter Lead

As the functional backbone of the Customer Success discipline in your region, you will own the people strategy—from hiring and onboarding to coaching, performance management, and career development—ensuring the chapter operates at the highest standard of excellence.

Responsibilities

• Build and sustain a high‑performing chapter by identifying, growing, and retaining top talent, creating a pipeline of future leaders.
• Define professional standards and work methodology for the chapter, raising the bar on how Customer Success is practiced across the organization.
• Partner closely with Squad Leads to align functional goals with business outcomes, ensuring every chapter member delivers impact where it matters most.
• Run structured performance management cycles—monthly, quarterly, and yearly feedback, salary negotiations, promotions, and development planning—with clarity and consistency.
• Identify skill gaps through capability assessments and drive targeted development initiatives to keep the team evolving ahead of business needs.
• Champion tooling adoption and continuous improvement—remove roadblocks, drive implementation, and ensure the team has what they need to succeed.
• Foster a culture of collaboration and knowledge sharing within the chapter, scaling best practices across the region rather than keeping them siloed.

Qualifications

• Proven experience leading and developing teams in Customer Success, Account Management, or a related commercial discipline.
• Strong track record in people management—hiring, coaching, performance management, and building succession pipelines.
• Experience working in matrix organizations, particularly with chapter‑and‑squad or similar operating models.
• Ability to balance strategic thinking with hands‑on execution—comfortable defining the vision and rolling up the sleeves to make it happen.
• Excellent communication and stakeholder management skills—the bridge between functional excellence and cross‑functional delivery.
• Familiarity with capability assessment frameworks, employee development planning, and structured feedback practices.
• A growth mindset—actively seeking new knowledge and practices to elevate team performance.
• Fluency in English; additional languages relevant to the region are a plus.

Benefits

• Financial rewards & recognition: fair compensation aligned with experience, performance‑driven bonuses, and regular reviews.
• Flexible work arrangements: in‑person collaboration with remote work and flexible hours.
• Employee Stock Ownership Plan (ESOP).
• Work‑life balance and well‑being: time off, special leave days, and a flexible hybrid model tailored to local regulations.
• Career mobility: internal mobility, upskilling, mentorship, and global opportunities.
• Professional development: onboarding, mentorship, and training programs.

EEO Statement

All qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, age, sex, sexual orientation, gender, gender identity, national origin, citizenship, disability, veteran status, or any other part of one's identity.