Customer Success Team Lead
Are you a customer-centric leader with a passion for building high-performing teams in a fast-growing SaaS environment? We’re looking for a Customer Success Team Lead to empower a team of Account Managers to deliver exceptional client experiences, improve retention, and help our customers get the most value out of our platform.
🧭 About the Role
In this player-coach position, you’ll lead a team responsible for nurturing customer relationships, driving adoption, and resolving challenges before they become problems. You’ll balance people leadership with strategic account oversight, owning key customer interactions and leading process improvements to scale our customer success operations.
🌟 What You’ll Do
🧑🤝🧑 Lead a High-Performing Team
- Provide hands-on coaching, feedback, and support to a team of SaaS Account Managers
- Translate company and departmental goals into clear, actionable plans
- Distribute work and manage team bandwidth across accounts and strategic initiatives
- Conduct weekly 1:1s, performance check-ins, and ongoing development plans
- Partner with leadership to recruit, onboard, and retain top customer success talent
📈 Drive Customer Value and Engagement
- Manage a small book of business to stay connected to customer needs and product usage
- Serve as an escalation point for complex issues, working cross-functionally with Product, Engineering, and Support to deliver fast resolutions
- Ensure proactive client touchpoints, QBRs, and health checks are consistently executed
- Monitor customer health scores, adoption metrics, and feedback loops to identify risks and opportunities
🧠 Optimize Processes and Support Scale
- Lead or contribute to internal initiatives focused on tooling, process improvement, and customer lifecycle management
- Conduct call audits and review account health metrics to ensure quality and consistency
- Collaborate on enablement and training efforts to keep the team informed and empowered
- Deliver weekly reports summarizing escalations, trends, team KPIs, and upcoming priorities
✅ You’re a Strong Fit If You Have:
- 3+ years in a customer success or account management role, with at least 1 year of people leadership in a SaaS environment
- Experience managing escalated customer situations with a calm, solutions-oriented approach
- Deep understanding of the SaaS customer journey, from onboarding through expansion and renewal
- Strong communication and collaboration skills, with a history of cross-functional partnership
- Familiarity with customer success platforms (e.g., Gainsight, ChurnZero), CRM tools (e.g., Salesforce, Dynamics), and analytics dashboards
- Excellent organizational, time-management, and prioritization abilities
💡 Bonus Points For:
- Experience managing a remote or distributed team
- Background in B2B SaaS or high-velocity sales environments
- Exposure to product-led growth (PLG) or CS-led expansion strategies
- Building customer health score frameworks or success playbooks
❤️ Why You’ll Love Working Here:
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Customer-obsessed culture – Every department prioritizes the customer experience
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Growth-focused environment – We invest in training, mentorship, and advancement paths
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Real impact – Your leadership directly influences retention, product adoption, and revenue
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People-first values – We promote flexibility, transparency, and team collaboration
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Innovative tech – You’ll work with cutting-edge tools and a modern SaaS stack
Ready to help customers succeed and team members thrive?
Apply now and become a key player in shaping the future of our customer experience.
This role is not open to candidates located in Colorado, Connecticut, California, Maryland, Nevada, New York, Rhode Island, or Washington.
Who are we?
LeadVenture is the market-leading SaaS provider of digital retailing, eCommerce, digital marketing and eCatalog solutions for dealerships across 12 industry verticals including powersports, marine, RV, pre-owned auto, agriculture and more.
Our family of brands includes Dealer Spike, ARI Network Services, Inc. (ARI), Dealer Car Search, Frazer, TCS Technologies, Net Driven, Direct Communications, Inc. (DCi), Auction123, Powersports Support, Level 5, PSM Marketing, Monroney Labels, and Interact RV.
We are an international company with offices located in the United States, Mexico (Juniper Data Center), Belize (Dealer Spike Belize), India and The Netherlands. Together, we are LeadVenture.
In this role, you’ll be working with our ARI brand who offers an award-winning suite of SaaS, software tools, and marketing services to help dealers, equipment manufacturers and distributors in selected vertical markets.
LeadVenture provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, LeadVenture complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation, and training.
LeadVenture expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of LeadVenture employees to perform their job duties may result in discipline up to and including discharge.
