[Remote] Customer Success Team Lead
Note: The job is a remote job and is open to candidates in USA. LineSlip Solutions is an award-winning SaaS company revolutionizing the risk and insurance industry with their CIRI platform. They are seeking a Customer Success Team Lead to manage and mentor a team of CSMs, drive customer outcomes, and build the renewal process from the ground up.
Responsibilities
- Lead the team. Manage and mentor a team of 3–4 CSMs across enterprise, mid-market, and high-volume accounts. Set the standard for what great customer engagement looks like and coach the team to execute it consistently
- Own renewals. Build and run the renewal motion from the ground up. You will carry renewal accountability yourself while developing the process, playbook, and early-warning signals that make it scalable
- Drive customer outcomes. Manage a portfolio of strategic accounts. Understand what each customer is trying to accomplish, close the gap between what they are doing and what they should be doing, and make sure they feel it at renewal
- Be the voice of the customer. Surface patterns from customer conversations to Product and Leadership. Close the feedback loop. Connect what customers are saying to what we are building
- Partner cross-functionally. Work closely with Sales, Operations, Implementation, and Product. You are the connective tissue between post-sale customer reality and internal decision-making
Skills
- 5–8 years of enterprise B2B SaaS customer success, renewals, or account management experience
- Background in or strong familiarity with commercial insurance, corporate risk management, or financial services. You understand how risk managers and treasury teams think and operate
- Demonstrated track record of retention and expansion results across a complex, multi-stakeholder book of business
- Experience informally leading, mentoring, or coordinating other CSMs — you do not need a people management title, but you need to have been the person others look to
- Can build a renewal motion without an existing playbook. You've done this before or you are clearly ready to
- Comfortable operating in an environment where the infrastructure is still being built. You see that as an opportunity, not a problem
- Strong executive presence with senior customer stakeholders. You can hold a room with a VP of Risk or CFO
- Analytical and process-oriented. You like building systems, not just managing relationships
- AI-forward. You actively use tools like Claude or similar to accelerate your work and you are excited to bring that capability to the team
- East coast preferred, not required
Benefits
- Fully remote
- East coast preferred, not required
- Benefits package including health, dental, vision, and 401(k)
Company Overview