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About the Role
At Workwize, we’re seeking a CSM Team Lead to inspire a team, impress clients, and manage the bottom line. You will lead a high-performing team while managing your own client portfolio, ensuring success for both your team and clients. Your role involves setting priorities, leading stand-ups, focusing the team, analyzing performance metrics, and refining strategies for efficiency and impact. You are a people-oriented individual with strong analytical skills, capable of empowering your team and handling escalations. Building relationships through coaching, inter-departmental collaboration, and client interaction is key. You are reflective and focused on continuous improvement and long-term team success. We are a fast-paced company that celebrates wins for clients and teams. If leading a client-success-focused team excites you, we encourage you to apply.
Responsibilities
- Build and scale the North American Customer Success organization, focusing on mid-market and enterprise customers.
- Create a proactive Customer Success motion to drive adoption, value, retention, and growth.
- Develop scalable processes, playbooks, customer journeys, and operating models for CSMs.
- Establish clear expectations for portfolio management, customer engagement, risk management, renewals, and expansion.
- Continuously improve team operations in alignment with customer base and organizational growth.
- Coach, train, and develop CSMs to manage complex customer relationships and act as strategic partners.
- Foster an engaged and accountable team culture with clear performance expectations.
- Set priorities and guide the team to focus on high-impact customers and activities.
- Develop repeatable onboarding and training programs for CSMs.
- Identify coaching or process improvement needs using customer feedback and performance data.
- Manage complex customer escalations, providing structure, calm, and ownership.
- Identify root causes of issues and implement preventative measures.
- Translate escalations and feedback into learnings, process improvements, and team training.
- Collaborate with Sales, Operations, Product, Support, and other teams to resolve issues and enhance customer experience.
- Build strong relationships with senior stakeholders in mid-market and enterprise accounts.
- Own the Customer Success contribution to renewals, retention, and expansion for North American customers.
- Implement a disciplined approach to early risk identification and action planning.
- Assist CSMs in identifying and developing expansion opportunities based on customer needs.
- Utilize data and customer insights to understand portfolio health, identify trends, and direct team focus.
- Partner with commercial teams to ensure a seamless customer lifecycle.
- Explore practical applications of AI and automation to enhance Customer Success team effectiveness and scalability.
- Enable CSMs to reduce time on repetitive tasks and increase focus on meaningful customer interactions.
- Experiment with new tools and workflows while maintaining a personal and human customer experience.
- Determine where automation adds value and where direct CSM engagement remains essential.
Requirements
- 7+ years of experience in Customer Success, Account Management, or a relevant client-facing role.
- 3+ years of experience leading and developing Customer Success teams.
- Proven experience building or significantly scaling a Customer Success organization in North America.
- Experience working with mid-market and enterprise customers, including complex organizations with multiple stakeholders.
- Strong track record of building Customer Success processes, playbooks, operating rhythms, and team structures from the ground up.
- Experience creating a proactive Customer Success motion focused on adoption, value realization, retention, and expansion.
- Strong experience managing complex customer escalations and identifying underlying operational or process issues.
- Comfortable owning both strategy and execution, including process building, rollout, coaching, and improvement.
- Strong commercial understanding, including experience with renewals, retention, customer risk, and expansion.
- Comfortable using data to manage team performance, portfolio health, and customer outcomes.
- Experience working cross-functionally with Sales, Product, Operations, Support, and other internal stakeholders.
- Familiarity with tools such as HubSpot, Monday.com or Asana, Slack, Linear, Miro, and Notion.
- Curious about AI and experienced or motivated to use it thoughtfully within Customer Success workflows.
- Fluent in English at a business level.
Skills
- Customer Success
- Account Management
- Team Leadership
- Client Relationship Management
- Process Development
- Scalability
- Performance Metrics Analysis
- Strategic Planning
- Coaching
- Training
- Customer Retention
- Customer Expansion
- Risk Management
- Renewals Management
- Cross-functional Collaboration
- Data Analysis
- AI Implementation
- Automation
- HubSpot
- Monday.com
- Asana
- Slack
- Linear
- Miro
- Notion
Location
- North America
Work Type
- Remote
- Hybrid
Experience Level
- 7+ years in Customer Success/Account Management
- 3+ years in Team Leadership
Salary/Compensations
- $85,000—$190,000 USD
Benefits
- Salary + OTE + equity
- 5 days of paid vacation (European-style time off)
- 401(k) with competitive support
- Flexible work setups
- Top-notch tools and equipment provided
- Off-sites and multi-yearly team bonding events
- Opportunity to shape AI usage across the product
About the Company
- Workwize provides an automated SaaS platform that simplifies IT equipment deployment, management, and retrieval for remote and global teams in over 100 countries.
- The platform manages 50,000 users and 120,000 devices, addressing challenges like laptop deliveries, returns, and equipment tracking.
- Workwize aims to help IT teams focus on strategic initiatives by reducing manual hassles.
- The company's mission is to shape the future of global collaboration and build smarter, more connected workplaces worldwide.
- Workwize has been recognized by LinkedIn as one of the Top 10 Startups for 2025 in the Netherlands.
- Workwize is a rapidly growing and ambitious team with diverse backgrounds, including entrepreneurs, operational specialists, and developers.
- The company values making an impact on employees, ensuring they feel challenged and at ease.