Job Details

The Role

The Team Lead, Customer Success role at CodeSignal is responsible for leading a team of Customer Success Managers (CSMs) serving enterprise customers. This strategic leadership role will drive customer retention, expansion, adoption, deeper relationship building and advocacy while ensuring operational excellence across the team. You'll develop customer success strategies that maximize value realization and ensure our customers achieve their technical hiring goals through our platform.

Key Responsibilities

Team Leadership & Development

• Hire, lead, coach, and develop a high-performing team of Customer Success Managers
• Establish clear performance metrics (both leading and lagging indicators) and career development paths
• Conduct regular 1:1s, team meetings, and performance reviews
• Identify skill gaps and implement training programs to enhance team capabilities
• Build a positive, collaborative team culture that drives high performance and retention

Customer Success Strategy

• Develop and implement customer success strategies specific to technical assessment needs
• Design and optimize customer journeys from onboarding through renewal
• Create and refine playbooks for customer onboarding, adoption, expansion, and renewal
• Establish standardized processes that balance customization with scalability
• Collaborate with Product, Sales, and Marketing teams to ensure alignment

Revenue Retention & Growth

• Achieve team targets for adoption, GRR, NRR, relationship and activity indicators
• Work with Account Management and Sales leaders to identify and execute expansion opportunities
• Develop early warning systems to identify at-risk accounts
• Implement rescue strategies for vulnerable accounts
• Partner with Sales on expansion opportunities and renewal forecasting

Customer Experience & Advocacy

• Define and monitor customer health metrics across segments
• Establish feedback loops to gather and act on customer insights
• Develop customer success programs that drive platform adoption and value realization
• Build deeper relationships with strategic customers within the segment
• Create and manage customer advocacy initiatives and build direct relationships with Customers
• Identify and develop customer references and case studies

Operations & Reporting

• Develop and track KPIs for team performance and customer success
• Create regular reporting on customer health, renewal forecasts, and team performance
• Optimize resource allocation across the team based on customer needs and potential
• Collaborate with other departments to resolve cross-functional challenges
• Manage team budget and resource planning

Cross-Functional Leadership

• Partner with Product Management to represent customer needs in the roadmap
• Collaborate with Marketing on customer marketing initiatives
• Work with Sales on smooth customer handoffs and account expansion
• Coordinate with Support on escalation management
• Engage with Executive Leadership on strategic initiatives and reporting

Bonus Skills

• Startup experience a plus
• Strong demonstrated experience building and managing high performing SaaS Customer Success teams
• Experience working in a flexible and high-paced environment while supporting a high volume of accounts
• Strategic perspective on Customer Success as a function with a focus on driving value to all stakeholders
• Detail oriented in your organization and meticulous about prioritization and time-management

Why You'll Love it Here

We know that great work comes from great, and inclusive teams. At CodeSignal, we specifically look for individuals of varying strengths, skills, backgrounds, and ideas. We believe this gives us a competitive advantage to better serve our customers and helps us all grow as Signalites and individuals. We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. CodeSignal is proud to be an Equal Opportunity Employer.

Globally distributed, fully remote team

Competitive salary, equity, and bonus comp packages

Medical, dental, and vision coverage

401k matching (US) or pension fund contributions (Global)

Unlimited time off policy

Learning & Development benefits

Physical & Mental Health benefits

Equipment & home office setup stipend

Team activities and get-togethers to connect with your fellow Signalites

A challenging and fulfilling opportunity to join a fast-growing AI company

Compensation

In accordance with local regulations in jurisdictions where CodeSignal may hire, we are projecting an annual total on-target earnings (OTE) in the range of $150,000 to $220,000. This range encompasses all seniority levels eligible for this position. The OTE includes base salary and commissions.

Here at CodeSignal, our offer packages contain base salary plus additional compensation in the form of commission or performance bonuses, equity, and/or additional benefits such as those described above. Offers are awarded on an individual basis and are subject to factors such as, without limitation, a candidate's level of experience, growth trajectory, and local labor market.