[Hiring] Customer Success Team Lead @Tribute Technology

Role Description

We are looking for a Customer Success Team Lead who thrives in a high-velocity, digital-first environment. This is a player-coach position: you will carry your own book of business while mentoring and guiding a team of Customer Success Managers. You will be accountable for retention and expansion outcomes across a portfolio of accounts, leveraging data-driven frameworks, digital CS motions, and CS technology to drive results at scale.

This role is ideal for someone who has led or played a significant leadership role in a CS team, is comfortable operating with a high volume of accounts, and knows how to balance hands-on customer engagement with team coaching, process building, and strategic thinking.

What You'll Do

• Hands-On Business Leadership
  • Develop a deep understanding of our customers and what drives their success; build scalable processes, playbooks, and automations to deliver consistent value.
  • Own territory planning for CSMs, balancing current priorities with a forward-looking view of business and talent needs.
  • Establish a strong operating cadence that keeps the team focused on top customer priorities and surfaces risks early.
• People Management
  • Attract, develop, and empower top talent; provide clear feedback, coaching, and growth plans to build a high-performance team.
  • Drive productivity by embedding automation and scalable practices that allow the team to focus on high-value customer outcomes.
• Stakeholder Partnership
  • Build trusted partnerships with Sales, Product, and Support to ensure Customer Success is aligned across the business.
  • Serve as the voice of the customer internally, advocating for customer needs and helping remove obstacles.
  • Navigate complex and sometimes challenging conversations with clarity, empathy, and accountability.
• Operational Excellence
  • Establish predictable operating rhythms that provide visibility into onboarding, value realization, renewals, and customer risk.
  • Use data to identify trends, drive insights, and continuously raise the bar on individual and team performance.

Qualifications

• 5+ years of experience in Customer Success or Account Management within Enterprise SaaS business
• Prior experience as an individual contributor, with proven success in retention and expansion
• Experience leading a CS or Account Management team in a scaled or digital-led engagement model
• Strong coaching and people management skills in structured, playbook-driven environments
• Commercially minded, with the ability to coach teams on value storytelling and expansion opportunities
• Data-driven and operationally strong, with a keen eye for process improvement
• Exceptional communication and executive presence
• Experience with CS platforms and automation tools (e.g., Gainsight, ChurnZero); implementation experience is a plus
• Bachelor’s degree required; MBA or advanced degree is a plus

Benefits

• Competitive salaries with potential commission
• Great benefits package (401k, health, vision, dental, PTO, Paid Holidays...)
• Fully Remote in North America - USA or Canada
• The salary range for this position is expected to be $135,000-$175,000 per year. Actual compensation will be determined on factors such as location, relevant experience, skills, and other qualifications. This range represents the expected OTE for this role; additional compensation may include equity, and/or other benefits.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.
• We are not sponsoring visas for this role at this time.