Customer Success Team Lead

Customer Success

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About Teamwork

Teamwork provides an intuitive SaaS platform for Client Services companies to become efficient, organized, profitable and happy! Our platform has revolutionized how companies manage their daily workflows for improved automation, productivity, and profitability. It acts as the ‘one-stop-shop’ practice management solution enabling our customers to track, manage, and invoice their projects. Our relentless customer focus has been rewarded with thousands of amazing customers all across the globe and millions of users who sign in every day. We pride ourselves on creating market leading software, working with outstanding people, and going above and beyond for our customers. Trusted by more than 20,000 teams across 170 countries, Teamwork is in acceleration mode as we set our sights to become the undisputed Project Management platform for Client Services companies everywhere.

We believe in hiring great people and look to ensure everyone has the best possible experience of work, every day. We strive to be open and transparent, humble and customer-focused. And we thrive on curiosity, getting results, and working together relentlessly to deliver excellence. We are a company of action, full of triers and doers: we try things, we make mistakes, and we learn from them. Our personality is unmistakable: we work hard, take joy in our wins and each other's successes and important life events. And we care and support each other when life throws lemons. More than anything we embrace a straightforward approach to getting things done. We are fanatical about our customers: and when talent meets passion, success happens.

We are currently hiring for a Customer Success Team Lead.

The opportunity

You will manage a group of 5-8 customer success managers that may serve customers through various motions (1:many - 1:1 calls - dedicated accounts management). Your people management responsibilities will include:

  •  regularly shadow ECSM calls (ideally 3*CSM*Q) and provide advices and recommendations on how they can proactively support their customers throughout the journey, drive adoption with their customer base and effectively lead CBRs
  • drive Territories review with ECSMs every second week and be available to coach CSMs on agreed follow up actions helping them create success plans and identify champions and power users
  • lead At risk team meetings every second week and be available to coach CSMs on agreed follow up actions and execute against agreed playbooks and strategy
  • help the ECSM consistently prepare and execute quarterly Sales and CS territory planning meetings 
  • Complete quarterly performance review as well as monthly individual development sessions
  • You will manage a book of Selected Accounts (5/10) directly. You will be responsible for: 
  • driving adoption activities that will help generate customer valued outcomes
  • establish success plans and playbooks to serve different customer tiers
  • identify champions and power users and generate Customer Success Stories and testimonials from your customers
  • You will work cross functionally to develop and execute customer success strategies balancing efficiency with the ideal customer experience, responsibilities will include
  • represent the ECSM voice of customers with the product management team to identify new features that will make our products more valuable for our customers
  • Proactively identify areas of improvement and knowledge gap and share with the CEG director ideas on how to address and mitigate
  • Partner closely with the Customer Operations Team to support ChurnZero and CS Dashboards adoption

What good looks like

  • 5+ years demonstrated SaaS experience in Account Management or Customer success roles
  • 3+ years in a management role preferred, of equivalent experience hiring and coaching / mentoring team members 
  • International experience with project management or productivity/ collaborations software preferred
  • Excellent ability to mentor, coach, and effectively support remote team members and inspire great team and individual performance
  • Strong analytical problem-solving skills, attention to detail and project management skills
  • Self Motivated, Driven, Consultative, curious,solution oriented you are able to effectively identify and balance competing priorities and make decisions that best support Teamwork
  • Excellent communication, organizational,interpersonal and time management skills
  • Ability to work and lead in a fast-paced, growing environment and lead multiple competing priorities
  • Flexible and able to learn and adapt quickly in a high-growth, dynamic environment
  • People-centric and relationship-oriented at your core. You’re devoted to ensuring your team success and ongoing development
  • Customer centric, you balance strategy with execution in order to ensure our customers’ success and drive adoption initiatives 
  • Ability to travel up to 20%
  • Fluency in English

What you can expect

We are a remote-friendly team, with the option to work out of our Boston hub - or fully remotely. At Teamwork we believe that work is what you do, not where you sit.

You will experience a collaborative and flat culture, where titles are less valued than delivering outcomes that impact and move the dial. We want you to have what you need to hit the ground running, so you will get the best kit to help you do your best work from Day 1. Our onboarding program will give you the opportunity to meet Teamworkers, learn about our market leading product and get under the hood of our Grow and Scale strategy.  

We expect our people to work hard, level up and turn up every day focused on being their best for each other and our customers. In return, you can expect to know what success looks like in your role, and have regular check-ins with your manager. In addition we will work with you to grow your career with Teamwork.

But when all is said and done we want you to have fun and enjoy working with us! We put a lot of effort into having regular social events, a weekly all staff catch up with quizzes and prizes to be won, and an annual staff gathering Grand Council focused on celebrating the wins, planning for success and building connection & collaboration. Strengths that have made us what we are today! But take some time and read more about our story and our values here

Core Benefits and Perks

  • Employee Share Options (ESOP) — we mean what we say when we say, “act like an owner”!
  • Competitive salary & OTE (as applicable)
  • 30 days vacation from day 1
  • Pension benefit (specific to region)
  • Health plans and wellbeing programs
  • Give Back program
  • Ministry of Happiness social club 
  • Educational resources and generous allowance to support development
  • Inclusive policies - maternity, paternity & parent leave, as well as a focus on flexible working 
  • Recognition programs

Teamwork is an Equal Opportunity Employer, and qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, or national origin.

Diversity, Inclusion and Engagement Statement

Come join us!

We’re always on the lookout for exceptional talent, so even if you didn’t find the perfect fit, we’d still love to hear from you.

Submit a general application