Client Success Lead

About the role

This is a player-coach role. You will lead a small pod of four to five Client Success Managers — coaching them, developing them, and owning your pod’s client retention and satisfaction — while carrying a focused personal portfolio of your own so you stay close to the work and lead by example. It is the bridge between frontline client care and the leadership of the function, reporting to the Director of Client Success.

You are not stepping back from clients to manage from a distance. You are the person your team turns to first, the calm hand on the hardest situations, and a working example of what great looks like.

What you’ll do

• Lead a pod of 4–5 CSMs — regular 1:1s, coaching, development conversations, and day-to-day support that helps each person grow toward full independence.
• Own  your pod's performance — Client retention, CSAT, Revenue and each CSM's progress. Report on it regularly, flagging what's working and what needs attention before it becomes a problem
• Carry a focused personal portfolio — a reduced book of your own, managed to the same high standard you coach your team to.
• Be the first escalation point — resolve complex or sensitive client situations within the pod before they need to go further.
• Onboard and develop new CSMs — give new joiners a warm, structured start and a clear path to confidence.
• Partner with the Director — on capacity, process improvements, and the patterns you see across your pod.

What success looks like

Your clients renew because they feel genuinely known and well looked after. Your CSMs are growing, ramping on schedule, and reaching out to you — not the Director — when they need help. Problems surface early and get solved calmly. The people on your team would tell you it’s the best-supported they’ve felt at work.

What we’re looking for

• Four or more years in client success, account management, or client-facing delivery — ideally in a service, professional-services, or finance environment.
• Experience leading, coaching, or mentoring others — whether as a formal manager or a strong informal leader ready to step into the role.
• A track record of keeping clients and growing relationships, with a real sense of ownership over retention.
• Excellent written communication and genuine warmth — you make people feel looked after in every interaction.
• Comfort working with a CRM (we use HubSpot) and using data to stay ahead of client needs.
• Calm, organized, and dependable through busy seasonal peaks.
• Thrives in a remote, distributed team and works well across time zones and cultures.

Nice to have