Team Lead, Customer Success

Summary

Join Qualio's Customer Success Team as a Team Lead, where you will play a player/coach role, balancing direct account management with team supervision. You will manage a portfolio of strategic customer accounts, focusing on retention, expansion, and advocacy. Simultaneously, you will mentor and coach a team of 3-5 Customer Success members, guiding them in account strategies and professional development. This role demands strong customer relationship management, coaching abilities, and cross-functional collaboration skills. You will monitor customer health, address churn signals, and provide escalation support. The ideal candidate possesses extensive customer success experience, proven leadership skills, and a passion for driving exceptional customer outcomes.

Requirements

• Customer Success experience. A minimum of 5 years of customer success or account management experience
• Customer Success expertise. Proven track record managing customer accounts with demonstrated results in retention and expansion
• Coaching abilities. Strong mentoring and coaching skills with experience developing other Customer Success professionals
• Account management. Skilled at managing complex customer relationships and driving business outcomes through strategic engagement
• Process execution. Comfortable implementing established processes and using data to track performance and guide decisions
• Communication skills. Excellent written and verbal communication skills, especially for coaching conversations and customer interactions
• Cross-functional collaboration. Ability to work effectively with Sales, Product, and Support teams while representing team needs
• Adaptability. Comfortable balancing individual contributor and supervisory responsibilities in a fast-paced environment
• Problem-solving. Strong analytical skills and ability to develop creative solutions for both customer challenges and team development needs

Responsibilities

• Personally manage a portfolio of strategic customer accounts, driving retention, expansion, and advocacy through proactive engagement and relationship building
• Supervise and coach 3-5 Customer Success team members, providing guidance on account strategies, process execution, and professional development
• Monitor customer health across both your personal portfolio and team accounts, identifying and addressing early churn signals through direct intervention and team coordination
• Provide escalation support for complex customer situations within your team's accounts and coordinate with senior leadership when needed
• Coach team members on customer lifecycle management, engagement approaches, and best practices while implementing feedback from senior management
• Collaborate with Sales, Product, and Support teams to ensure seamless customer experiences and communicate customer feedback up the organization
• Use customer data and insights to optimize engagement strategies for both your accounts and guide your team's approach to their portfolios
• Support onboarding and development of new CS team members through mentoring, shadowing, and hands-on coaching; participating in hiring, performance management and formal development plans

Preferred Qualifications

• Experience managing people and/or leading teams
• Experience supporting recurring services offerings with demonstrated impact on revenue and customer satisfaction
• Experience in quality, healthcare or life sciences industries
• Familiarity with the following regulations: ISO-9001, ISO-27001, ISO-27701, ISO-13485

Benefits

• Competitive salary
• Matching 401k
• Medical, Dental, and Vision Benefits
• Dependent & Health FSA, Short/Long Term Disability, Basic & Voluntary Life Insurance
• Unlimited PTO policy
• Company allowance for home office supplies
• 12 weeks paid parental leave
• Opportunity to make a difference through helping life-saving products get to market