Team Lead, Customer Care

Team Lead, Customer Care

Role Overview

This leadership role is responsible for managing a team of Customer Care Specialists. You’ll oversee the full customer lifecycle—from onboarding and adoption to expansion and renewal—ensuring that our clients achieve measurable success while your team meets performance goals. You’ll play a key role in aligning customer success and sales strategies, optimizing processes, and fostering a culture of excellence and accountability.

Key Responsibilities

Team Leadership & Development

• Lead, coach, and mentor a team of Customer Success and Inside Sales professionals.
• Set clear goals, KPIs, and performance expectations aligned with company objectives.
• Conduct regular 1:1s, team meetings, and performance reviews.
• Foster a collaborative, customer-centric team culture.

Customer Success Strategy

• Oversee onboarding, adoption, and retention strategies to ensure customer satisfaction and long-term value.
• Monitor customer health metrics and proactively address risks.
• Partner with Product, Enablement and Support teams to resolve issues and advocate for customer needs.
• Own the renewal process and drive initiatives to reduce churn.

Sales Enablement & Revenue Growth

• Support the team in qualifying leads, conducting demos, and closing deals.
• Drive upsell and cross-sell strategies within existing accounts.
• Ensure accurate forecasting and pipeline management using CRM tools.
• Collaborate with Marketing on lead generation and campaign follow-up.

Process Optimization & Reporting

• Develop and refine scalable processes for customer engagement and sales conversion.
• Analyze team performance and customer data to identify trends and opportunities.
• Report on KPIs, customer feedback, and revenue metrics to leadership.

Qualifications

• 5+ years of experience in customer success, inside sales, or account management.
• 2+ years of experience managing a team in a fast-paced environment.
• Proven track record of driving customer retention and revenue growth.
• Strong leadership, coaching, and performance management skills.
• Excellent communication, analytical, and problem-solving abilities.
• Proficiency with CRM platforms (e.g., Salesforce) and customer success tools.
• Passion for customer-centric growth and team development.