Offer summary

Qualifications:

5+ years of experience in Customer Success or Account Management within the SaaS/tech industry., 2+ years in a leadership role managing a team., Strong understanding of customer lifecycle and success planning strategies., Excellent communication and presentation skills, especially with executive stakeholders..

Key responsabilities:

Lead and mentor a team of Customer Success Managers to ensure exceptional customer value.

Analyze customer data to track performance and drive improvements in customer success operations.

Stay involved in key customer accounts to strengthen relationships and ensure satisfaction.

Support the team in helping customers achieve desired outcomes and high ROI with Creatio solutions.

Job description

We are looking for an experienced and passionate Customer Success Team Lead to guide and support our SMB and Corporate segment customers in the U.S. market. You will lead a team of Customer Success Managers, ensuring they provide exceptional value to our customers throughout their journey with Creatio. Your leadership will drive customer adoption, satisfaction, retention, and expansion by building strong relationships and delivering measurable business outcomes.

Responsibilities

Lead and mentor a team of CSMs, providing hands-on guidance on best practices for managing implementations, stakeholder engagement, renewal strategy, commercial structuring, and QBR execution.
Analyze customer data to identify trends, track team performance, and drive continuous improvement across regional customer success operations.
Ensure all implementations in the region are on track. Proactively track milestones, identify blockers, assess risks, and determine whether challenges lie with the partner, customer, or internal teams - then provide leadership to course-correct as needed.
Stay directly involved in key customer and partner accounts to strengthen executive relationships and ensure long-term customer health and satisfaction.
Support your team in helping customers realize value and achieve desired outcomes, ensuring high ROI and long-term success with Creatio solutions.
Possess enough technical understanding to grasp core support issues and concepts. Lead and coordinate escalations with internal teams and leadership when necessary to drive swift resolutions for technical issues.
Deliver compelling presentations and lead customer-facing conversations confidently at the executive level.

Desired Skills And Experience

5+ years of experience in Customer Success, Account Management, or related roles within the SaaS/tech industry.
2+ years in a leadership or team leader role, preferably managing a distributed or cross-functional team.
Experience working with CRM, BPM, LC/NC solutions will be a preference.
Strong understanding of customer lifecycle, renewals, success planning, and value realization strategies.
Excellent communication and presentation skills with the ability to engage confidently with executive stakeholders.
Familiarity with CRM and workflow automation platforms is a plus.
High level of organizational and project management skills; ability to manage multiple priorities effectively.
Desire to learn and adapt fast according to a changing market environment.

What You Should Expect From Us

The award-winning product (a Leader in Gartner Quadrants) to be proud of.
A chance to work with cutting-edge no-code CRM and AI technology that’s transforming industries.
A remote-first hybrid model: while giving plenty of space for concentration and personal working habits, we encourage regular meetings in one of our five hubs worldwide (Our HQ is based in Boston, MA).
Culture of genuine care, ownership, dedication, and high standards (learn more here).
A vibrant corporate life: enjoy the opportunity to explore your teammates' cultures in online and offline events, participate in sports competitions, enjoy art master classes, and create your new favorite memories at our parties.
Creatio offers all team members competitive pay and benefits.
Paid leave options for life-qualifying events, sicknesses, etc.

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