[Hiring] Customer Success Team Lead @Datarails

Role Description

Come build the future of finance with Datarails. We're a global, AI-powered FinanceOS company helping finance teams transform the way they work. By combining intelligent automation, AI, and seamless integrations with the tools finance teams already know and trust, we empower organizations to make faster, smarter decisions with confidence. With approximately 350 employees worldwide, we're building the next generation of finance technology - where innovation, collaboration, and customer success go hand in hand.

This position is 100% remote-based anywhere in the United States. No sponsorship or relocation assistance is available.

The Customer Success Team Lead (Implementation) plays a critical role in ensuring the successful implementation of the Datarails platform for the Datarails customers. The Team Lead will manage a team of Implementation CSMs and various Datarails resources to deliver high-quality implementation that meets and exceeds customer expectations. The Team Lead will oversee the entire implementation process, from initial planning to final deployment, ensuring projects are completed on time, within sales-scoped hours.

Key Responsibilities

• Team Leadership and Development
  • Manage and lead a team of implementation CSMs.
  • Responsible for hiring, training, and coaching your team to take their success to new heights.
  • Ongoing mentorship and weekly 1:1s leading conversations around each individual’s growth and career path.
  • Conduct regular performance reviews and provide constructive feedback.
  • Foster a collaborative and high-performance team environment.
  • Encourage open dialogue and collaboration among team members.
• Project Management
  • Oversee multiple implementation projects simultaneously.
  • Guide and be the technical focal point for implementation.
  • Oversee the team project plans for the implementation, timelines, and scoped hours.
  • Review and approve the conclusion of the implementation (handoff to live) process.
  • Identify and escalate project risks and issues to the CS leadership and to other teams when needed (Sales, Product, RnD).
• Customer Engagement
  • Serve as the escalation point for customers and your team members on customer issues.
  • Conduct a status meeting with customers and provide detailed project updates.
  • Check the implementation progress and feedback.
  • Maintain a small portfolio of customers (~2-4 at a given time).
• Cross-Functional Collaboration and Process Improvement
  • Collaborate with sales, live team, and product teams to ensure constant improvement in the customer journey.
  • Provide feedback to the product team on customer needs and potential product enhancements.
  • Give feedback to the pre-sales team scoping implementation docs.
  • Continuously improve implementation processes and methodologies.

Qualifications

• 5+ years of industry experience and/or 1+ years of experience at Datarails, ideally in a customer-facing role.
• Ability to operate independently and work with management to improve the organization operations.
• History of building and maintaining strong collegial relationships, knowledge-sharing, and mentorship of team members.
• Strong communication skills; navigate difficult conversations with ease.
• Strong customer skills; prepared to serve as an escalation point for your team.
• In-depth understanding of Datarails's products, sales, and processes.
• Strong relationships with key internal stakeholders and a deep understanding of the company's customer base.

Requirements

• Demonstrated track record of success in current role within Datarails.

Benefits

• A collaborative, team-oriented environment.
• Ability to own your schedule (work your local time zone).
• Opportunity to grow at Datarails over many years.
• Base compensation - The target base salary range will be between $120k - 150k USD per year.
• Meaningful equity.
• 401(k) plan with up to 4% match and HSA & FSA Options.
• 100% paid medical, dental, and vision coverage for employees.
• 100% paid medical and 80% paid dental and vision coverage for dependents.
• $540/year toward glasses, sunglasses, or contact lenses from XP Health for employees enrolled in any Guardian Vision plan.
• Calm app membership.
• Paternity leave.
• Flexible, unlimited sick time and PTO (recommended 18-25 vacation days annually).
• 12 paid company holidays.
• Life insurance.
• CPA/CFA license renewal reimbursement.