- Experience
- 5+ yrs
- Salary
- —
- Openings
- 1
- Posted
- 5 days ago
- Work mode
- Work from home
- Eligibility
- Experienced professionals with a background in Customer Success or a similar client-facing leadership role, especially those who have managed B2B accounts in SaaS, HR-tech, or fintech and are comfortable working in a remote-first setup.
- Resume
- Required to apply
Job description
Department
Customer Success
Reporting Line
Reports to the Head of Customer Success.
About the Company
The company is a UAE-based startup built to help people work from anywhere. Its team is fully distributed across more than 10 countries. The organization aims to become a leading remote work enabler by making access to top-quality talent simpler and more efficient. 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
This position is for an experienced Customer Success Team Lead who will guide and strengthen a team of Customer Success Managers. The role focuses on helping the team deliver clear client value, increase product usage, and keep accounts healthy. Success in this role means improving team performance, supporting development, and aligning day-to-day execution with business goals related to growth, retention, and operational efficiency.
Key Responsibilities
- Work with the Head of Customer Success to lead, coach, and support Customer Success Managers in achieving performance and growth goals.
- Set clear team priorities and operating processes so clients receive timely, proactive, and strategic support.
- Conduct regular one-on-ones and feedback discussions to monitor progress and individual performance.
- Oversee client expansion efforts and help the team identify opportunities to grow revenue.
- Ensure the team delivers consistently against revenue targets and tracks important performance metrics.
- Review the health of managed accounts and support the creation of risk mitigation plans.
- Help the team meet targets related to churn reduction and revenue retention.
- Build frameworks that allow the team to address client issues before they become larger problems.
- Refine workflows to improve consistency in onboarding, account management, and customer communication.
- Support capacity planning so client coverage remains scalable as the customer base grows.
- Assist in rolling out playbooks and best practices for segmentation and success planning.
- Partner with the Head of Customer Success on planning, strategy, and reporting.
- Serve as the operational link between Customer Success Managers and other internal teams.
- Collect, share, and track client feedback and insights to guide improvements in product and service delivery.
Requirements
- At least 5 years of experience in Customer Success or a closely related role.
- Minimum 2 years of experience leading a team.
- Background in managing B2B clients in SaaS, HR-tech, or fintech, ideally in a remote-first environment.
- Strong knowledge of customer lifecycle management, account health, and expansion-focused growth strategies.
- Solid leadership, communication, and coaching abilities.
- Comfortable working with metrics, KPIs, and dashboard-based reporting.
- Highly organized, proactive, and focused on practical solutions.
Benefits
- Join a fast-growing international company working to change how remote work is managed.
- Collaborate with global clients and forward-thinking teams.
- Take on an important role in building a high-performing Customer Success organization.
- Work in an inclusive, collaborative environment that encourages innovation and creativity.
- Enjoy a remote-first setup with a culture centered on ownership and professional growth.
- Receive competitive pay, benefits, and room to advance.
Location
Bulgaria.