Team Lead, Customer Success

Summary

Join Eleos Health's growing team as a Customer Success Team Lead! Oversee key accounts and lead a team of Customer Success Managers, providing guidance and fostering collaboration. You will be responsible for client management, process improvement, training and development, and reporting. The ideal candidate possesses strong leadership skills, industry expertise, and a hands-on approach. This is a fully remote position offering a competitive salary and generous benefits. Eleos Health is making a meaningful impact on mental health, and this role offers the opportunity to be highly instrumental in shaping how technology can increase the effectiveness of therapy.

Requirements

• 5+ years of experience in Customer Success, Account Management, or related roles, with at least 2 years in a leadership position
• Ability to lead, motivate, and develop a high-performing team
• Experience with SaaS products, ideally in global startup environment
• Ability to articulate value, confidently handle objections, and resolve customer issues
• Experience interacting and presenting at all levels of an organization
• Excellent communication and interpersonal skills, with a customer-centric mindset
• Ability to multitask, problem-solve, and work cross-functionally in a dynamic environment
• Ability to travel (40%)
• Demonstrated success managing long-term partnerships in large organizations
• Strong analytical skills and the ability to interpret data to drive decisions
• Proficiency in CRM and Customer Success software tools
• Located in EST/ CST timezones

Responsibilities

• Supervise and mentor a team of Customer Success Managers, providing guidance, support, and performance feedback
• Set team goals and KPIs, monitor performance, and drive accountability
• Foster a positive team environment that encourages professional growth and development
• Oversee the management of key accounts to ensure satisfaction, retention, and growth
• Conduct regular check-ins and business reviews with clients, identifying opportunities for upselling and cross-selling
• Address escalated client issues, ensuring timely resolution and maintaining strong relationships
• Develop and implement best practices and processes to enhance the customer journey and team efficiency
• Collaborate with cross-functional teams (Sales, Product, Support) to align strategies and share customer feedback
• Analyze customer success metrics to drive improvements and inform strategic decisions
• Create training programs and resources for the Customer Success team to enhance their skills and knowledge
• Facilitate ongoing training sessions to keep the team informed about product updates and industry trends
• Monitor customer health scores and usage metrics, providing insights to the team and leadership
• Prepare reports on team performance, client engagement, and overall customer success initiatives

Benefits

• Wide and generous health benefits
• Significant equity
• Mesh card
• 401(k) plans matched to 4%
• Fully remote work environment
• Additional mental health days off you can take any given moment simply because you need them