Customer Success Team Lead (Implementation)

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Team Lead (Implementation) based in the United States.** Join a fast-growing, AI-powered financial technology environment transforming how finance teams operate and make strategic decisions. As Customer Success Team Lead (Implementation), you will lead and develop a team of Implementation Customer Success Managers, ensuring seamless customer onboarding and successful platform deployments. You will oversee multiple implementation projects, balancing timelines, budgets, resource allocation, and customer expectations. This role combines people leadership, project management, customer engagement, and technical guidance to deliver measurable customer value. You will act as a trusted escalation point, helping resolve complex implementation challenges while maintaining strong customer relationships. Working closely with Sales, Product, Engineering, and Customer Success teams, you will drive continuous improvement across implementation processes and methodologies. This is an opportunity to shape scalable practices, empower a high-performing team, and contribute directly to customer satisfaction and long-term business growth. ### Accountabilities - **Team Leadership and Development:** Lead, coach, and develop a team of Implementation Customer Success Managers. Support recruitment, onboarding, training, regular one-on-one meetings, performance reviews, and career development while fostering a collaborative, supportive, and high-performing team culture. - **Implementation and Project Management:** Oversee multiple customer implementations simultaneously, providing technical guidance and ensuring project plans, timelines, resources, and scoped hours remain aligned with expectations. Review implementation outcomes and approve transitions to live operations once customer requirements have been met. - **Customer Relationship Management:** Serve as the primary escalation point for complex implementation challenges, supporting team members and participating in customer calls when additional guidance is needed. Conduct project status meetings, communicate progress, gather feedback, and maintain a small portfolio of approximately two to four customers. - **Risk Management and Issue Resolution:** Identify potential project risks, implementation delays, and resource constraints. Escalate issues to Customer Success leadership and collaborate with relevant internal teams to develop timely, effective solutions. - **Cross-Functional Collaboration:** Partner with Sales, Product, Engineering, and ongoing Customer Success teams to ensure smooth customer handoffs, consistent communication, and an effective end-to-end customer journey. - **Process Optimization:** Continuously improve implementation methodologies, playbooks, documentation, and supporting workflows to increase consistency, efficiency, and scalability. - **Product and Pre-Sales Support:** Share customer insights and product feedback with relevant stakeholders, contribute to product expertise initiatives, and help refine pre-sales documentation and implementation scoping to ensure realistic project expectations. ## Requirements - **Professional Experience:** At least five years of relevant industry experience, or approximately 18 months of experience within the organization, ideally in a customer-facing role involving implementation, customer success, project management, or related responsibilities. - **Leadership and Mentorship:** Demonstrated ability to coach colleagues, share knowledge, build strong working relationships, and support team development. Experience mentoring new hires or serving as an onboarding buddy is an advantage. - **Customer Success Expertise:** Strong customer relationship management skills, with the ability to navigate challenging conversations, manage escalations, and guide complex customer implementations toward successful outcomes. - **Project Management Skills:** Proven ability to oversee multiple projects, manage competing priorities, monitor timelines and resource requirements, and deliver results within agreed implementation scope and budget. - **Communication and Collaboration:** Excellent written and verbal communication skills, sound judgment, and the confidence to raise concerns, ask questions, provide constructive feedback, and collaborate effectively across teams. - **Operational Excellence:** A proactive, independent approach to problem-solving, with the ability to identify operational improvements, strengthen implementation processes, and work closely with leadership to improve organizational effectiveness. - **Product and Business Knowledge:** Strong understanding of the organization's products, internal processes, sales practices, and customer base. For internal applicants, a demonstrated record of success in the current role and established relationships with key stakeholders are expected. - **Adaptability:** Ability to work in a fast-paced, evolving technology environment, take ownership of responsibilities, and balance strategic leadership with hands-on customer support. ## Benefits - **Competitive Compensation:** Annual base salary target of **$120,000–$150,000 USD**, depending on experience, skills, and location. - **Equity Participation:** Meaningful equity opportunities to share in the company's long-term growth. - **Retirement Savings:** 401(k) plan with an employer match of up to 4%. - **Health and Wellness:** 100% employer-paid medical, dental, and vision coverage for employees, with 100% medical and 80% dental and vision coverage for eligible dependents. - **Vision Benefits:** Up to $540 per year toward glasses, sunglasses, or contact lenses for employees enrolled in an eligible vision plan. - **Health Accounts:** Health Savings Account (HSA) and Flexible Spending Account (FSA) options. - **Mental Well-Being:** Calm app membership to support mindfulness and mental wellness. - **Time Off:** Flexible, unlimited paid time off and sick leave, with a recommended 18–25 vacation days annually, plus 12 paid company holidays. - **Parental Leave:** Paternity leave to support employees and their families. - **Financial Protection:** Life insurance coverage. - **Professional Development:** Reimbursement for CPA and CFA license renewals. - **Remote Flexibility:** Fully remote work anywhere in the United States, with the flexibility to manage your schedule according to your local time zone. - **Career Growth:** The opportunity to develop leadership capabilities, shape implementation practices, and grow within a collaborative, expanding technology business.