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About the Role
As the Customer Success Team Lead for Base44, an AI-powered software development platform acquired by Wix, you will build and lead a team focused on post-sale customer engagement, particularly for mid-market accounts. Your primary goal is to ensure customers derive significant value from the platform, leading to renewals and growth.
Responsibilities
- Lead, coach, and grow a team of CSMs/Account Managers through regular 1:1s, account and renewal reviews, call coaching, and QBRs.
- Manage a portfolio of strategic mid-market accounts, acting as an escalation point for critical customer issues.
- Develop the post-sale operating model for mid-market customers, including segmentation, coverage, onboarding, and sales handoffs.
- Manage both scaled (programmatic, digital-led, automated) and high-touch (dedicated CS, solution engineers, executive relationships) customer engagement strategies.
- Own team results for retention, renewals, and customer health, including accurate forecasting and collaboration with Sales on expansion.
- Monitor customer health, usage, and risk signals to ensure timely support for at-risk accounts.
Requirements
- 5+ years of experience in account management or customer success within a B2B technology company, preferably in a startup or high-growth environment.
- 3+ years of direct management experience, developing teams of account managers or customer success managers.
- Proven success in driving retention, renewals, and expansion, with a strong understanding of mid-market customer needs.
- Experience managing both scaled and high-touch customer engagement models.
- Strong communication skills and executive presence, capable of building relationships with stakeholders at all levels.
- Data-driven approach with proficiency in CRM and reporting tools (ideally HubSpot) for accurate forecasting.
- Experience managing enterprise customers is considered an advantage.
Skills
- Account Management
- Customer Success
- Team Leadership
- Coaching
- Forecasting
- CRM Tools
- HubSpot
- Executive Presence
- Communication
Location
- New York
Work Type
- Hybrid
Experience Level
- 5+ years in account management or customer success
- 3+ years in direct team management
Salary/Compensations
- $150,000 - $170,000
Benefits
- Company RSUs
- Comprehensive health, dental, and vision insurance
- Generous and flexible time off
- Emotional and mental health support programs
- Allowances for nutrition, fitness, and productivity
- 401K matching with no vesting period
- Equity & ESPP
- Restricted stock units (RSUs)
About the Company
- Base44 is a newly acquired part of Wix, focused on transforming software development with an AI-powered platform that enables natural language application creation without traditional coding.
- The company operates with a startup mentality within Wix, emphasizing speed, collaboration, and innovative problem-solving.
Equal Opportunity
- Wix is an equal opportunity employer committed to creating a work environment where everyone is welcome and has the right to succeed.