Customer Success Team Leader

About the role

We are looking for a motivated Customer Success Team Leader to drive retention, satisfaction and growth for our SaaS/ERP/HR and CRM solutions. You will lead a high‑performing team, act as a trusted advisor for customers, and ensure smooth onboarding and product adoption.

Key responsibilities

• Lead, mentor and manage the Customer Success team to meet KPIs.
• Build strong, advisory relationships with customers throughout their lifecycle.
• Oversee onboarding, implementation follow‑up, training and adoption initiatives.
• Monitor health metrics, identify churn risks and drive retention and account growth.
• Handle escalations and resolve complex issues efficiently.
• Collaborate with Sales, Product, Technical Support and Implementation teams.
• Conduct regular business reviews with key accounts.
• Analyze feedback and provide actionable product recommendations.
• Develop and document success processes, workflows and best practices.
• Track and report performance, churn, engagement and retention metrics.

Required profile

• Bachelor’s degree in Business Administration, Computer Science, Information Systems or related field.
• 3+ years of experience in Customer Success, Account Management or Customer Experience, preferably in SaaS, ERP, HR or CRM environments.
• Previous team‑lead or supervisory experience.
• Strong understanding of SaaS business models and customer lifecycle.
• Excellent communication, leadership and stakeholder‑management skills.
• KPI‑driven mindset with solid analytical and reporting abilities.
• Fluent English (written and spoken).

Required skills

• Experience with ERP systems.
• Experience with HRMS/HRIS/Payroll solutions.
• Experience with CRM platforms (Salesforce, HubSpot, Zoho, Microsoft Dynamics).