Customer Success Manager - Team Leader

About the role

We are seeking a Customer Success Manager (Team Lead) to own a portfolio of U.S.-based startup clients while leading a team of Executive Assistants and Recruitment Coordinators. The role blends customer ownership with people management, focusing on retention, expansion and operational excellence. This is a fully remote position.

Key responsibilities

• Manage customer accounts end‑to‑end, including onboarding, relationship management, retention, and growth.
• Drive renewals, expansions, and churn prevention.
• Lead and develop a team of Executive Assistants and Recruitment Coordinators.
• Coach team members, provide feedback, and manage performance.
• Monitor customer health and revenue metrics, including Net Revenue Retention (NRR).
• Maintain accurate account data using CRM tools (HubSpot preferred).
• Collaborate cross‑functionally to improve customer outcomes and experience.

Required profile

• 3+ years in customer‑facing roles such as Customer Success, Account Management, or Team Leadership.
• Experience in professional services, BPO, consulting, or related industries is preferred.
• Experience managing at least 5 direct reports in a remote or hybrid environment.
• Proven ability to build client relationships, improve retention, and support account growth.
• Familiarity with customer success metrics such as NRR, churn, and expansion.
• Advanced English proficiency (C1 or higher).

Required skills

• HubSpot (CRM platform)