[Hiring] Team Lead, Customer Success @CoachHub

Role Description

We're looking for a Team Lead, Customer Success to lead and develop a team of Customer Success Managers across our South EMEA region. This is a hands-on leadership role where you'll be responsible for driving your team's performance, supporting their growth and ensuring exceptional customer outcomes. You'll coach your team through opportunities and challenges, partner closely with cross-functional stakeholders and, when needed, step into customer conversations yourself.

As our Customer Success organisation continues to evolve, you'll also play an important role in shaping how we work - improving processes, raising standards and helping the team scale successfully.

What You'll Do

• Lead and develop your team
  • Lead, motivate and develop a team of 7-10 Customer Success Managers across our Southern EMEA region.
  • Hold regular 1:1s, set clear expectations and create an environment where people can grow and perform at their best.
  • Address performance challenges with clarity, fairness and consistency.
  • Foster a culture of continuous learning through regular coaching and actionable feedback.
• Drive customer success
  • Take ownership of customer health, retention and renewals across your team's portfolio.
  • Support your team with account strategy, executive stakeholder management and complex customer situations.
  • Act as the primary escalation point for at-risk customers.
  • When required, personally manage a small portfolio of strategic customer accounts.
• Shape how we work
  • Continuously improve team processes, ways of working and operational excellence.
  • Ensure CRM data, reporting and customer records remain accurate and up to date, providing clear visibility into team performance.
  • Partner closely with Sales, Product, Operations and other cross-functional teams to deliver a seamless customer experience.
  • Help scale Customer Success by identifying opportunities to improve efficiency, consistency and customer impact.

Qualifications

• 3–4+ years of experience in Customer Success with ownership of customer retention, renewals and long-term customer health.
• 2+ years of experience leading and developing high-performing teams.
• A genuine passion for coaching and developing people, with a track record of helping others grow.
• The ability to inspire, motivate and provide clear direction, particularly during periods of change.
• Confidence in addressing performance challenges constructively and early.
• Experience working in a fast-paced scale-up or high-growth environment, with the adaptability to thrive through ambiguity.
• Strong organisational skills with a process-oriented mindset and excellent attention to detail.
• A hands-on leadership style - you enjoy rolling up your sleeves when the situation requires it.
• Full professional proficiency in English and French.
• Experience within Learning & Development, HR Tech or a related SaaS environment, is a plus.

Benefits

• Access to your own certified coach, AIMY (our AI coach), and stretch opportunities beyond your role.
• Remote-first, with flexible options, Wellbeing Days + 1 Volunteering Day, extra holidays (above legal minimum in most locations).
• No boring days; we experiment, test, and learn. Agile ways of working, recognition for fresh ideas.
• Mission-driven work that changes lives, not just business results.

Company Description

CoachHub is the global leader in digital and AI coaching that enables organizations to create personalized, measurable and scalable coaching programs for their entire workforce, regardless of department and seniority level. As the leading talent development platform, organizations who use CoachHub benefit from increased employee engagement, higher levels of productivity, improved job performance and greater retention.

Our scientific, holistic coaching approach has been formulated by our Innovation Lab, a collective of in-house learning experts, behavioral scientists and a dedicated Science Council of research leaders from around the world. Together, they leverage scientific evidence and platform insights to maximize business impact and drive innovation at CoachHub.

Alongside its development and implementation of AI coaching, CoachHub has a global pool of over 3,500 certified business coaches in 90 countries across six continents, with coaching sessions available in over 80 languages. Serving more than 1,000 clients worldwide, CoachHub’s leading digital and AI coaching programs are based on proprietary scientific research, AI insights from renowned academics and development from its Innovation Lab.

CoachHub is backed by leading tech investors, including Sofina, SoftBank Vision Fund 2, Molten Ventures, Speedinvest, HV Capital, Partech and HSBC Innovation Banking. CoachHub was certified as a carbon-neutral company and consistently measures, reduces, and implements strategies to minimize its environmental impact.