Customer Success Team Lead

Department

Customer Success

Reporting Manager

Head of Customer Success

About the Company

RemotePass is a UAE-founded startup operating fully remotely with a distributed team spanning more than 10 countries. The company is building a platform to make remote work easier and to help people access world-class talent from anywhere, at any time. It is supported by a strong group of regional and international investors, including 212VC, BECO Capital, Wamda Capital, Khawarizmi VC, Wealth Well, and Plug & Play.

Role Summary

The company is looking for a Customer Success Team Lead to guide and strengthen the Customer Success Managers team. In this position, you will help the team deliver clear value to clients, improve product usage, and maintain strong account health. The role plays an important part in driving team performance, developing people, and supporting business goals related to growth, retention, and operational effectiveness.

Key Responsibilities

• Partner with the Head of Customer Success to lead, mentor, and support Customer Success Managers in achieving performance and growth objectives.
• Set team priorities and refine processes so clients receive timely, proactive, and strategic support.
• Conduct recurring one-on-one meetings and feedback conversations to monitor individual progress and performance.
• Guide the execution of client expansion initiatives and help uncover new revenue opportunities.
• Ensure the team delivers consistently against revenue targets and track important performance indicators.
• Oversee the health of the managed account portfolio and contribute to risk mitigation planning.
• Support the team in meeting logo churn and revenue retention goals.
• Build frameworks that help the team anticipate and resolve client issues before they grow into larger problems.
• Improve workflows to create consistency across onboarding, account management, and client communication.
• Lead capacity planning so the team can scale coverage effectively as the client base grows.
• Help implement playbooks and best practices for client segmentation and success planning.
• Work closely with the Head of Customer Success on planning, strategy, and reporting.
• Serve as the operational connection between Customer Success Managers and other internal functions.
• Share customer feedback and insights to support improvements in the product and service experience.

Requirements

• At least 5 years of experience in Customer Success or a comparable role, including 2+ years in a leadership position.
• Background in managing B2B clients within SaaS, HR tech, or fintech, preferably in a remote-first environment.
• Solid understanding of the customer lifecycle, account health management, and revenue growth strategies.
• Strong leadership, communication, and coaching abilities.
• Comfort working with dashboards, KPIs, and data-driven performance tracking.
• A proactive, organized, and solution-focused approach to work.

Benefits

• Join a fast-scaling global business that is transforming remote work management.
• Work with international clients and forward-thinking teams.
• Contribute directly to the growth of a high-performing Customer Success organization.
• Be part of a collaborative and inclusive culture that values creativity and innovation.
• Enjoy a remote-first setup with a strong focus on ownership and professional growth.
• Receive competitive pay, benefits, and advancement opportunities.

Additional Information

This position belongs to the Customer Success department and reports to the Head of Customer Success. The role is based in Portugal and is fully remote. No vacancy count, compensation figure, application deadline, or start date was provided.