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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 goal is to ensure customers derive maximum value, 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 and serve 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 and high-touch customer engagement models.
- Own team results for retention, renewals, and customer health, including forecasting and sales collaboration for expansion.
- Monitor customer health and usage to ensure at-risk accounts receive timely support.
Requirements
- 5+ years of experience in account management or customer success in a B2B technology company, preferably startup or high-growth.
- 3+ years of experience directly managing and developing a team of account managers or customer success managers.
- Proven track record of driving retention, renewals, and expansion with a strong understanding of mid-market customers.
- Experience running both scaled and high-touch customer engagement models.
- Strong communication and executive presence, with the ability to build relationships with diverse customer stakeholders.
- Data-driven with experience using CRM and reporting tools (ideally HubSpot) for forecasting.
- Experience managing enterprise customers is an advantage.
Skills
- Customer Success Management
- Account Management
- Team Leadership
- Coaching
- Forecasting
- CRM
- HubSpot
- Communication
- Executive Presence
- Data Analysis
Location
- New York
Work Type
- In-person
- Hybrid
Experience Level
- 5+ years in account management/customer success
- 3+ years in team management
Salary/Compensations
- $150,000 - $170,000
- Company RSUs
Benefits
- Comprehensive health, dental, and vision insurance
- Fully covered medical, dental, and vision
- Generous and flexible time off
- Emotional and mental health support programs
- Nutrition, fitness, and productivity allowances
- 401K matching with no vesting period
- Equity & ESPP
- RSUs (restricted share units)
About the Company
- Base44 is an AI-powered software development platform acquired by Wix, enabling natural language creation of custom software applications without traditional coding.
- We operate as a fast-moving, collaborative startup within Wix, focused on solving complex problems with simple solutions.
Equal Opportunity
- Wix is an equal opportunity employer committed to creating a work environment where everyone is welcome and has the right to succeed.