Lead Customer Success

About the job

Role Overview You will own a portfolio of high-potential growth customers while also enabling and mentoring a pod of Growth CSMs. This role blends direct customer ownership with leadership, operational rigor, and cross-functional influence to scale customer outcomes across the SuperOps lifecycle. Key Responsibilities Customer Portfolio Ownership • Serve as the primary point of contact for a defined portfolio of 15–20 growth accounts in the US market. • Own the end-to-end customer relationship, driving onboarding success, product adoption, value realization, renewals, and expansion. • Act as a trusted advisor, aligning SuperOps’ capabilities to customer business and technical objectives to ensure long-term success. Pod Enablement & Coaching • Provide ongoing coaching, tactical guidance, and mentorship to a small pod of Growth CSMs. • Support team members in prioritization, problem-solving, renewal preparation, and handling complex customer scenarios. • Act as a sounding board for both tactical execution and strategic decision-making, helping CSMs build confidence and capability. • Serve as a go-to resource for escalations, alignment, and best-practice sharing within the pod. Operational Excellence & Scale • Continuously improve Customer Success processes to support scale and efficiency. • Contribute to the development and refinement of playbooks, health scoring models, dashboards, and reporting frameworks. • Improve visibility into customer health, risks, and expansion opportunities through structured systems and workflows. Cross-Functional Collaboration • Partner closely with Product, Sales, Solutions Engineering, and Support to deliver a cohesive and frictionless customer experience. • Advocate for customer needs by providing structured feedback that influences product roadmap, enablement, and go-to-market strategies. • Ensure smooth handoffs and alignment across the customer lifecycle. Thought Leadership & Continuous Improvement • Actively contribute insights into product, process, and Customer Success strategy to elevate SuperOps’ overall customer value. • Share learnings, frameworks, and best practices with the broader CS organization. • Support the creation of internal and external thought leadership content that reflects customer insights and success patterns. What Makes You a Strong Fit Proven Dual Capability • Demonstrated success as a high-performing Customer Success Manager or CS leader managing mid-market or growth customers at scale. • At least 1+ year of experience in a team lead, pod lead, or mentorship role. • Strong track record of driving adoption, expansion, and renewals across a defined book of business. Strategic and Hands-On • Comfortable engaging senior business stakeholders while also supporting junior CSMs with tactical execution. • Able to move seamlessly between strategic customer conversations and detailed, hands-on problem-solving. • Solid understanding of the MSP landscape, with the ability to articulate SuperOps’ value to both technical and business audiences. Process-Driven and Systems-Oriented • Experience building, optimizing, or scaling Customer Success workflows, playbooks, and reporting mechanisms. • Strong bias toward operational excellence and continuous improvement, with a mindset of incremental, measurable gains. • Passionate about creating repeatable systems that enable teams to deliver consistent, high-quality customer experiences. People-Centric Leader • Naturally inclined to coach, mentor, and develop others. • Invested in helping teammates grow in confidence, skill, and impact while holding a high bar for execution and accountability.

Requirements

• Customer Success
• Leadership
• Operational Excellence
• Coaching
• Cross-Functional Collaboration

Qualifications

• 1+ year of experience in a team lead, pod lead, or mentorship role

Preferred Technologies

• Customer Success
• Leadership
• Operational Excellence
• Coaching
• Cross-Functional Collaboration