Customer Success Team Leader

About the role

We are a fast‑growing VC‑backed technology company seeking a hands‑on Customer Success Team Leader to drive adoption and value for our international client base. In this player‑coach position you will combine people management with direct ownership of key accounts, guiding customers through complex AI implementations and ensuring measurable ROI.

Key responsibilities

• Lead, mentor and develop a global team of Customer Success Managers, fostering a consultative, value‑driven culture.
• Own a portfolio of strategic accounts, partnering with clients to map financial and operational workflows and steer high‑impact professional services and AI projects.
• Define and track operational goals, conduct business reviews and demonstrate concrete financial returns.
• Serve as the primary escalation point for international customer issues, providing strategic guidance to resolve blockers.
• Standardise onboarding, training and support processes across regions to ensure consistent execution.
• Monitor usage, adoption and engagement metrics to proactively reduce churn and uncover growth opportunities.
• Gather and relay customer feedback to Product and Operations teams, influencing roadmap decisions and supporting post‑sales conversations.

Required profile

• Player‑coach mentality with a passion for direct customer interaction while leading a team.
• Background in management consulting, fintech, implementation or other project‑focused environments.
• Proven ability to discuss financial metrics, ROI and navigate complex software implementations; AI project experience is a strong plus.
• Fluent in English; bilingual ability is advantageous.

Required skills

• Advanced analytical skills for financial and ROI analysis.
• Strong communication skills to translate technical concepts into business value.
• Experience managing international, cross‑functional teams.