Csm Team Leader

Summary

Join Superside's expanding Customer Success team as an experienced CSM Team Lead! You will manage a team supporting top-tier clients like Vimeo and Reddit, driving strategic value and maximizing their use of AI-powered creative services. This role requires strong business acumen, a customer-centric approach, and a passion for team enablement. You will manage a portfolio of Enterprise customers and their corresponding CSMs, focusing on customer success and team performance. Superside offers a fully remote work environment with flexible hours and a supportive, high-performance culture. This is an opportunity to make a significant impact on a growing company and work with leading global brands.

Requirements

• 10+ years of customer-facing experience, in account management, Customer Success, or related roles within Creative/Ad Agencies, MarTech, or GTM SaaS
• Enterprise customer management experience and a working knowledge of the marketing craft in the enterprise environment
• 3+ years of people management experience
• Passion for enabling customers and teams
• Active listening skills, for customer and team discovery and solutioning
• Structured problem-solving skills, including the ability to balance multiple, sometimes conflicting, considerations
• Business, operational, and analytic acumen
• Emotional intelligence, especially as relates to change management
• Exceptional English communication skills, with the ability to present ideas, build trust, and influence stakeholders at all levels

Responsibilities

• Own and deliver on priorities for your assigned portfolio of customers
• Engage with and advise key stakeholders at top accounts
• Serve as a reliable and effective escalation point for customer issues
• Serve as a key listening post for and synthesizer of customer feedback
• Improve the customer journey
• Provide your team with clear direction, tying it to company mission and goals
• Enable your team through Learning and Development, on-the-job coaching, and cross-functional problem-solving
• Promote a high-performance environment and steward the performance management process
• Manage the team’s work to financial and operational targets
• Help identify and prioritize meaningful operational improvements

Benefits

• A global community of 200+ best-in-class creatives working from more than 60 different countries
• Flexible working hours and fully remote setup. We've been remote from day one. No weird office legacy
• A high-pace, high-energy, and high-performance environment
• Trusting, ego-free, and truth-seeking team members
• Pioneering the future of work with a fair, friendly, and supportive community. We’re pretty proud of this one
• The opportunity to build an international career through creative mentorship from top design leaders. We - grow, you grow
• Work closely with leading global brands on a wide variety of creative projects. We’re talking about Amazon, Meta, Twitch, LVMH, Puma, Shopify, and others