Customer Success Lead

If the application for this position prompts you to respond to a question with number of years, e.g., your number of years of relevant work experience, please enter ‘30’ if your answer is 30 years or more. Please be aware that we are acting as a recruitment partner for one of our clients in this search.

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We’re seeking a Lead Customer Success Manager to oversee enterprise customer engagements and lead a small team of implementation professionals for our client. This is a high-visibility role responsible for both strategic customer outcomes and operational team execution. The ideal candidate combines a passion for client success with leadership skills, process ownership, and a deep understanding of Telecom service delivery.

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What You’ll Do

• Lead and mentor a team of 3-4 Customer Success Managers, overseeing day-to-day execution and long-term growth.
• Own the full customer lifecycle for key enterprise accounts—from onboarding through adoption and expansion. This is a working lead role.  
• Develop and execute rollout strategies, track implementation milestones, and ensure cross-functional alignment with sales, technical operations, and support.
• Conduct regular client-facing meetings, guide enterprise stakeholders through complex deployments, and proactively resolve escalations.
• Refine internal processes and playbooks to improve team efficiency, customer experience, and data integrity.
• Report on team performance, account health, and customer satisfaction metrics to internal leadership and stakeholders.

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What You Bring

• 2+ years of direct supervisory or team leadership experience, ideally in a customer success, implementation, or consulting capacity.
• 5+ years total experience in customer success, project management, operations, or enterprise client-facing roles within telecom. (MUST HAVE TELECOM EXPERIENCE)
• Proven success managing large enterprise accounts and navigating cross-functional environments.
• Strong organizational skills with an ability to prioritize complex projects, manage timelines, and guide internal and external teams.
• High proficiency in Excel and PowerPoint and comfort working across CRMs, data platforms, and project management tools.
• Excellent communication skills and the ability to manage executive stakeholders with empathy, clarity, and professionalism.
• A proactive mindset and comfort working in a fast-moving, startup-style environment.