Team Lead, Customer Success job description

Customer success — Team Lead, Customer Success
Coaches a pod and owns the accounts most at risk of churn.

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 escalation policy for the support organization, including when a customer is told the plain truth about an unresolved issue rather than given a placeholder update.
- 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.

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 versus when a fix must be forced through, 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.
- Support Escalation Ownership — You can set the escalation policy for the support organization, including when a customer is told the plain truth about an unresolved issue rather than given a placeholder update.
- 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 handle escalations that reach executives or put the contract at risk, and decide which remedy, such as a fix or a credit, the organization offers.
- 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 good practice from outside the organization and make it work here, and your judgment clearly improves the work you touch.
- 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.

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 across team boundaries, build the credibility that makes people follow you by choice, 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)