Customer Success Team Lead job description

Customer success — Customer Success Team Lead
Leads a support or success team and owns its most at-risk accounts.

RESPONSIBILITIES
- Set the triage and prioritization standard across the whole support organization, and decide when a new ticket type needs its own rule rather than a judgment call.
- Set SLA policy for the support organization and negotiate it with customers and leadership, balancing cost against the commitment being made.
- Set the incident communication standard for the organization, including what triggers proactive outreach and what a post-incident letter must contain.
- Decide how implementations are planned across the organization, including templates, staffing model and escalation point, and extend that approach to partner and services teams.
- Shorten time to value for a whole customer segment by redesigning the path rather than pushing individual accounts.
- Adjust which inputs and weights a health score uses when it stops predicting outcomes, and defend the change with evidence.

REQUIREMENTS
- Experience at the Customer Success Manager level (level 3 of 5) or equivalent
- Holds HubSpot Service Hub Software Certification

REQUIRED SKILLS
Support Operations
- Support Ticket Triage and Prioritization — You can set the triage and prioritization standard across the whole support organization, and decide when a new ticket type needs its own rule rather than a judgment call.
- Product Troubleshooting and Diagnosis — You can lead diagnosis of the hardest recurring issues, decide when a workaround is acceptable and when a fix must be prioritized, and coach others through a first difficult diagnosis.
- Support Queue and SLA Management — You can set SLA policy for the support organization and negotiate it with customers and leadership, balancing cost against the commitment being made.
- Bug Reproduction and Reporting — You can lead reproduction of defects that several engineers have already failed to pin down, and improve the reporting template from what kept going missing.
- Multi-Channel Support Delivery — You can set channel strategy for a team, deciding what belongs on chat versus a call versus a ticket, and coach others whose channel switching is costing time.
- Customer Incident Status Communication — You can set the incident communication standard for the organization, including what triggers proactive outreach and what a post-incident letter must contain.
- Customer Escalation Handling — You can set the escalation policy for support and success, including when customers hear the plain truth about an unresolved issue, and make sure root causes reach the teams that can fix them.
- Support Quality Review and Coaching — You can set the quality standard and coaching model for the support organization, and decide the hiring profile and performance standard for its support roles.

Onboarding
- Customer Implementation Planning — You can decide how implementations are planned across the organization, including templates, staffing model and escalation point, and extend that approach to partner and services teams.
- Product Training and Enablement Delivery — You can enable a large or skeptical audience, including sessions where the product falls short of what the room hoped for, and coach other trainers to improve their sessions.
- Self-Serve Help Content Authoring — You can restructure a failing help center section, settling disputes over voice, depth and topic placement, and edit other writers' articles to raise their quality.
- Onboarding Milestone Tracking — You can find the pattern behind slippage that repeats across accounts and fix its cause, and call an onboarding at risk before the tracker shows it.
- Time-to-Value Acceleration — You can shorten time to value for a whole customer segment by redesigning the path rather than pushing individual accounts, and you make the case with evidence people accept.

Account Growth
- Customer Health Scoring — You can adjust which inputs and weights a health score uses when it stops predicting outcomes, and defend the change with evidence.
- Product Adoption Analysis — You can tell a real adoption problem from a data artifact, and explain to a customer executive what their own numbers mean.
- Quarterly Business Review Facilitation — You can coach others to run stronger reviews, and personally run the reviews where the relationship is most at risk.
- Customer Success Plan Development — You can build a plan for an account with conflicting stakeholders or an unstated goal, and get customer executives to commit to it in writing.
- Churn and Renewal Risk Management — You can build the watchlist a team uses to catch churn risk early, and call the renewal where signals conflict, such as strong usage under an unhappy sponsor.
- Expansion Opportunity Identification — You can find growth in accounts where the signal is not in the usage data, such as a new team forming or a sponsor changing, and shape the case before sales picks it up.

Customer Voice
- Product Feedback Routing — You can weigh feedback across the customer base so product hears the pattern rather than the loudest account, and you say no inside your own team with a reason people accept.
- Customer Reference and Advocacy Development — You can build advocacy out of accounts that were difficult, including customers who once escalated, and you coach colleagues on making the ask without straining the relationship.
- Customer Community Engagement — You can revive a community that has gone quiet, or hold one together through a launch that upsets people, and you develop the customer moderators who keep it running.
- Customer Satisfaction Measurement — You can design survey questions and timing for a customer segment, and check whether changes made after feedback improved later scores.

Delivery
- Project Management — You can keep several people's work in step across teams, agree priorities and hand-offs with them, and keep one shared task list that all of them actually use.
- Planning & Estimation — You can estimate work that spans several teams, name the assumptions behind each figure, and rework the plan when those assumptions break.
- Ownership & Accountability — You can hold accountability for outcomes delivered mostly by other people, taking the blame when it fails and passing on the credit when it works.
- Quality Focus — You can set how quality is checked on complex work shared by several teams, and you spot the problems that only appear where their pieces meet.

Craft
- Problem Solving — You can make the call on a problem outside your expertise and explain its cost, time and risk.
- Domain Expertise — You can bring in methods that have worked outside the organization, adapt them to how the work is done here, and check that they improve the results.
- Continuous Learning — You can judge which new ideas are worth the team's time and which are not, and you make room for the people around you to learn too.
- Digital Tools & AI Use — You can decide where AI and automation fit in several teams' work, set the human checks and data rules they follow, and help people adopt the tools safely.

Communication
- Communication — You can bring disagreeing groups to agreement on the facts and the next steps, and help colleagues frame a difficult or sensitive message.
- Collaboration — You can align teams with competing priorities on a common goal, surfacing the conflict early instead of letting it harden into resentment.
- Writing & Documentation — You can own the documents behind a large piece of work, coordinating contributions so that people who were not involved can carry it on.
- Stakeholder Management — You can hold senior and external relationships, negotiate between competing demands, and deliver unwelcome news without losing trust.

Leadership
- Leadership — You can lead work that crosses team boundaries without formal authority, explain the calls you make, and create room for others to lead.
- Mentoring — You can develop other mentors, coach people through career decisions rather than tasks, and lift the capability of a whole team.
- Strategic Thinking — You can set direction for an area, choose deliberately what not to do, and defend that choice when it is challenged.

REQUIRED CERTIFICATIONS
- HubSpot Service Hub Software Certification (required from Senior Support Specialist)