Customer Success Team Lead

hace 2 meses


San José, San José, Costa Rica Smartsheet A tiempo completo

Smartsheet is seeking a seasoned Customer Success leader to drive growth and expansion of our Emerging Customer Success team.

As the Manager of Customer Success, you will build and manage a high-performing team of professionals, partner with leadership to execute the team vision, and collaborate with Sales, Marketing, and Customer Excellence teams to drive business growth.

You will be responsible for driving successful product adoption, customer engagement, and retention through a scaled customer success strategy.

Key Responsibilities:

  • Hire, manage, and develop a team of Customer Success professionals
  • Meet or exceed Net Retention targets at an individual and team level
  • Set expectations and build engagement with internal team members, grow a strong collaborative team, and foster career growth for the group
  • Drive the execution to onboard, enable, and expand usage and revenue within our customer base
  • Use data to track performance, forecast retention, and create customer insight
  • Partner with Sales, Marketing, Support, and Professional Services to deliver a consistent customer journey
  • Build/refine programs and initiatives to drive continuous improvement and scale
  • Bring innovative ideas to the group to help drive the next stages of the business
  • Drive operational excellence across the Customer Success team

Requirements:

  • Strong leadership, business development, organization, team building, and management skills
  • Experience working in a fast-paced, high-growth software company
  • 2+ years working in a leadership capacity
  • 4+ years of Customer Success, Account Management, or Technical Account Management experience, preferably within Enterprise SaaS
  • PASSION and demonstrated ability for mentoring and team growth
  • Demonstrated ability to lead a Customer Success or Account Management team
  • Outstanding multi-task management skills across a varied set of responsibilities
  • PASSION for working with leading-edge, web-based technologies and a desire to deeply understand Smartsheet's benefits, use cases, and business and technical elements
  • Experience and success partnering across departments
  • Willing to travel periodically based on customer and business need
  • Bachelors (BA/BS) degree required
  • Strong command of English language both oral and written (C1+ and above)

About Smartsheet:

Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees.

We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, Australia, Costa Rica, and Germany.


  • Operations Lead

    hace 1 semana


    San José, San José, Costa Rica Smartsheet A tiempo completo

    About the RoleWe are seeking an experienced Operations Lead to join our Emerging Customer Success team at Smartsheet. In this role, you will be responsible for leading a team of Customer Success professionals and partnering with cross-functional teams to drive growth and retention within our customer base.Key ResponsibilitiesHire, manage, and develop a team...


  • San José, San José, Costa Rica Syniverse A tiempo completo

    Syniverse is a global company that connects the world through innovative technology. We're looking for a talented individual to join our team as a Customer Success Advocate Compliance Lead. This role involves supporting professional services for 10 DLC, educating customers, and ensuring compliance with best practices to reduce spam complaints.Key...


  • San José, San José, Costa Rica Syniverse A tiempo completo

    Syniverse is the world's most connected company. Our mission is to lead the world forward with innovative technology and solutions. As a key member of our customer account team, you will play a vital role in developing strategic metrics, analyzing customer reporting, and problem-solving. Your objective will be to build loyalty, increase retention, and grow...


  • San José, San José, Costa Rica Smartsheet A tiempo completo

    Job Overview:We are seeking a highly skilled Customer Success Strategist to join our team at Smartsheet. This role is responsible for supporting the adoption of a company-wide customer adoption approach that drives higher levels of customer success and revenue growth.About the Role:This position requires a strong facilitation skills that encourage the clear...


  • San José, San José, Costa Rica Amazon Support Services Costa Rica Srl A tiempo completo

    About the RoleAs a Customer Service Team Lead at Amazon Support Services Costa Rica Srl, you will be responsible for leading a team of entry-level associates (Execution Specialists) and helping them execute at the performance bar established by the department.The selected front-line Team Manager will have their team of direct reports as their exclusive focus...


  • San José, San José, Costa Rica Smartsheet A tiempo completo

    At Smartsheet, we're looking for a highly skilled Renewal Management Team Lead to drive business growth and success. This role offers a unique opportunity to build and manage a team of Customer Success Renewal Professionals, execute on the overall team vision, and collaborate with Sales and Customer Success teams.Company OverviewSmartsheet is a leading...


  • San José, San José, Costa Rica Third-Party Job Posts A tiempo completo

    Unlock a Fulfilling Career as a Customer Support Team LeadWe are seeking an experienced customer support professional to join our team as a Customer Support Team Lead. As a key member of our customer success squad, you will be responsible for leading and managing frontline customer support teams, ensuring exceptional customer experiences, and driving team...


  • San José, San José, Costa Rica Microsoft A tiempo completo

    Microsoft's Customer Experience & Success (CE&S) organization is a global team of over 17,000 employees responsible for designing and implementing Microsoft's end-to-end customer experience. As a Customer Success Account Management Manager, you will lead a high-performing team of Customer Success Account Managers in a variety of stages of career development,...


  • San José, San José, Costa Rica Jumio A tiempo completo

    About the RoleWe are seeking a highly motivated and results-driven Customer Success Manager to join our team at Jumio. As a key member of our customer success organization, you will be responsible for driving customer adoption, retention, and growth.Key ResponsibilitiesWork closely with account management to build strong customer relationships and understand...


  • San José, San José, Costa Rica Trevipay A tiempo completo

    Job SummaryWe are seeking a seasoned Customer Support Supervisor to lead our team and deliver exceptional customer experiences. This role requires strong leadership, organizational, and problem-solving skills to drive continuous improvement and world-class service.About the RoleLead a team of customer support professionals in providing timely, accurate, and...


  • San José, San José, Costa Rica Hashicorp A tiempo completo

    Grow Your Career with HashiCorpWe are seeking an exceptional Customer Success Portfolio Manager to join our team in driving long-term customer success and adoption of our innovative products.As a key member of our Customer Success team, you will be responsible for managing a portfolio of accounts, ensuring seamless onboarding, and executing defined customer...


  • San José, San José, Costa Rica Syniverse A tiempo completo

    Syniverse is the world's most connected company, dedicated to leading the world forward. Our innovative culture and great benefits make us an ideal place for talented professionals to grow.As a Customer Success Advocate, you will be part of our customer account team, responsible for developing strategic metrics, analyzing customer reporting, and...


  • San José, San José, Costa Rica Siteline Technologies A tiempo completo

    As a key member of the Forms Team at Siteline Technologies, you will play a pivotal role in helping us achieve our mission by delivering exceptional customer support. This role offers the opportunity to build foundational skills for customer success while contributing to our vision of delivering value to our customers.Key Responsibilities:We are seeking a...


  • San José, San José, Costa Rica Stage 4 Solutions Inc A tiempo completo

    **Customer Success Specialist Role at Stage 4 Solutions Inc**We are seeking a skilled Customer Success Specialist to join our team at Stage 4 Solutions Inc. This position will focus on ensuring customer success by enhancing the customer lifecycle journey, driving adoption of our technology, managing support escalations and renewals.This is a 6-month contract...


  • San José, San José, Costa Rica Hr Strategic Solutions A tiempo completo

    OverviewHr Strategic Solutions is seeking a skilled Customer Retention Representative to join our team. As a key member of our customer success team, you will play a crucial role in ensuring our customers achieve their goals and maintain a positive experience with our services.


  • San José, San José, Costa Rica Nitel A tiempo completo

    Company Overview:Nitel is a leading provider of innovative telecommunication solutions. As a Customer Success Advocate, you will play a vital role in delivering exceptional customer experiences and driving business growth.Job Summary:We are seeking a highly motivated and results-driven Customer Success Advocate to join our team. This is an exciting...


  • San José, San José, Costa Rica Hewlett Packard A tiempo completo

    Job SummaryThis role is responsible for creating and executing account business plans and customer success strategies while monitoring and analyzing deal's P&L performance to ensure overall success.The role supports the end-to-end execution of deals including proposal, negotiation, delivery, contract renewal etc.Key ResponsibilitiesCreates and executes the...

  • Customer Success Advocate

    hace 2 semanas


    San José, San José, Costa Rica Nitel A tiempo completo

    Job OverviewNitel seeks a highly motivated and skilled Customer Success Advocate to join our team. As a key member of our customer-facing team, you will be responsible for ensuring our customers receive exceptional service and support.About the RoleWe are seeking an experienced professional with a strong background in customer success, account management,...


  • San José, San José, Costa Rica Smartsheet A tiempo completo

    Enterprise SaaS Renewal Management Team LeadWe are seeking a seasoned leader to join our Customer Success Renewal Management team as a Senior Renewal Management Team Lead. This role will be based in San José, Costa Rica and will report to our Senior Manager of Renewal Management in North America.In this key position, you will lead a team of Customer Success...


  • San José, San José, Costa Rica Palo Alto Networks A tiempo completo

    At Palo Alto Networks, we're committed to protecting our digital way of life. As a Cybersecurity Customer Success Specialist, you'll play a critical role in ensuring our customers' security and business priorities are met.We're looking for an experienced professional to manage our customers' services experience, working closely with the Account Team to...