Team Lead, Customer Success
Hybrid · Montréal, Quebec, Canada
Job Summary
Team Lead, Customer Success to lead and develop a small team of Customer Success Managers while maintaining a personal portfolio of enterprise accounts. You will coach your team through ongoing 1:1s focused on account strategy, outcomes, and skill development, while owning the full customer lifecycle for your book of business. You’ll partner across Sales, Product, Support, and RevOps to ensure customers realize value and to strengthen the team. Responsibilities include coaching and developing CSMs, handling high-risk or complex accounts with your team, operationalizing CS processes and renewal forecasting, and contributing to regional strategy. Requirements include 4+ years in Customer Success/Account Management in B2B SaaS, experience mentoring or leading CSMs, a proven renewals/retention/expansion track record, executive communication and stakeholder management skills, comfort with CS tooling and renewal forecasting, and a customer-first approach. Preference for ESG/sustainability domain experience and experience in startup/high-growth SaaS environments.
Required Qualifications
- 4+ years of experience in Customer Success or Account Management in B2B SaaS
- experience coaching, mentoring, or leading CSMs
- strong track record owning renewals, retention, and expansion
- excellent executive communication and stakeholder management
- comfort with customer success tooling, renewal forecasting, and playbook execution
- structured, proactive, customer-first approach
- startup or high-growth SaaS experience (preferred)
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