We are seeking a Customer Success Team Lead to serve as both a team leader and an operational partner to the VP of Customer Success. In this role, you will help coordinate team priorities, ensure alignment with organizational goals, and lead the day-to-day execution of our Customer Success strategy. While this position does not carry formal HR responsibilities, it plays a key leadership role in supporting team performance, operational excellence, and customer outcomes.

The ideal candidate is someone who excels at balancing hands-on responsibilities with team guidance. You will continue to perform core Customer Success duties such as customer onboarding and relationship management, while also overseeing service delivery, team operations, and escalated issues. If you're passionate about mentoring others, improving processes, and driving customer satisfaction in a SaaS environment, we want to hear from you.

• Supervise and support the Customer Success Representatives, including timecard management, scheduling, and performance oversight

• Ensure the team consistently meets service level agreements (SLAs) and deadlines

• Set and manage team priorities, ensuring timely completion of customer and internal projects

• Serve as the primary escalation point for team members and customers regarding complex questions, issues, or concerns

• Oversee customer satisfaction and retention efforts, proactively identifying opportunities for improvement

• Facilitate internal team meetings, one-on-one coaching sessions, and training initiatives

• Lead and manage internal customer success projects such as onboarding programs, process improvements, and internal documentation

• Collaborate cross-functionally with QA, Engineering, and Product teams to resolve customer issues and enhance service delivery

• Maintain up-to-date knowledge of our products and services to serve as a subject matter expert and mentor to the team

• Contribute to the development and continuous improvement of Customer Success processes, tools, and best practices

• Provide reporting and analysis related to team performance, customer feedback, and support metrics

• 2+ years of experience in a Customer Success, Account Management, or related client-facing role, preferably in a SaaS environment

• 1+ years of experience in a leadership or team lead capacity preferred

• Strong communication, interpersonal, and conflict-resolution skills

• Demonstrated ability to manage and motivate a team, delegate responsibilities, and drive accountability

• Experience working with CRM tools, support ticket systems, and customer engagement software

• Ability to manage multiple priorities simultaneously while maintaining strong attention to detail

• Proven ability to handle escalated customer concerns with professionalism and efficiency

• Experience with employee training, onboarding, or process documentation is a plus

• Bachelor’s degree or equivalent experience in business, communications, or a related field preferred

• This position is based at our corporate office in Middleburg Heights, Ohio

• Moderate travel required for customer visits, training, or company events