Team Lead, Customer Success 🚀

You turn customer outcomes into a repeatable machine. If coaching CSMs, rescuing risks before they flare, and unlocking expansion across a multi-segment portfolio sounds like your sweet spot—this team wants your playbook.

Purpose 🌎

Lead a team of Customer Success Managers for a defined segment/region, driving adoption, retention, and expansion through effective people leadership, data-driven execution, and continuous improvement of customer experience and processes.

Responsibilities

• Oversee account management by the CSM team (SMB, Mid-Market, Enterprise).
• Personally manage key Enterprise accounts to ensure loyalty and expansion.
• Guide adoption plans, risk mitigation, renewals, and expansion opportunities.
• Monitor core KPIs (NRR, churn, account health, engagement).
• Build and refine customer management processes and playbooks.
• Partner with Product, Sales, and Support to remove blockers and align strategy.
• Run trainings, 1:1s, and performance coaching for the team.
• Serve as escalation point for complex/strategic customers.
• Report portfolio progress and risks to CX and Revenue leadership.
• Ensure CRM hygiene and rigorous follow-through.

Requirements

• 4+ years in Customer Success/Account Management (SaaS), including 1+ year leading teams.
• Hands-on portfolio experience across segments (SMB → Enterprise).
• Strong command of customer KPIs (NRR, churn, CSAT, engagement).
• People leadership, coaching, prioritization, and decision-making skills.
• Data-driven mindset for analysis and action.
• Excellent communication and cross-functional influence.
• Language: Advanced English (C1+)

What’s in it for you

• Permanent contract.
• Market-competitive compensation.
• Semiannual performance bonus tied to objectives.
• Hybrid work model: 3 on-site days (WeWork Apoquindo) and 2 remote.
• Professional development: education funding policy and continuous learning.
• Supplementary health insurance and well-being programs.
• Pet-friendly allowance.
• Fitness allowance to support a healthy lifestyle.
• “Wellness Time” initiatives focused on self-care.
• Birthday day off.
• Additional paid leave for marriage.

Departamento

Customer Experience

Ubicaciones

Fracttal, Santiago de Chile

Estado remoto

Híbrido

Tipo de empleo

Tiempo completo

Nivel de empleo

Nivel ejecutivo/senior

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