CSM Team Lead

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 11%

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Webbing

WebsiteLinkedInAll Job Openings

51 - 200 employees

📡 Telecommunications

🔒 Cybersecurity

Telecommunications • Cybersecurity

Webbing is a global data MVNO that delivers innovative enterprise-grade global connectivity and IoT services. With a secured network of over 600 mobile carriers across more than 200 countries, Webbing ensures superior data connectivity between businesses, people, and devices regardless of their location. Founded in 2010, the company specializes in developing advanced SIM technology and management platforms, offering a streamlined solution for organizations to manage their global fleet of devices. Their software allows enterprise customers to oversee and optimize data usage in real-time, promoting compliance and cost savings. Webbing combines the reach of a global carrier with the quality of a local one, offering unique, flexible solutions.

📋 Description

• Manage the post-sales customer relationship with Webbing’s top accounts. • Lead and mentor the NAM Customer Success team. • Drive value realization, operational excellence, customer satisfaction, retention, and growth across the customer portfolio. • Act as a strategic advisor to customers and a leader to the regional CSM team. • Work closely with Sales, Sales Engineers, Product, Operations, Analytics, and Support to drive customer outcomes, team performance, and cross-functional alignment. • Lead onboarding and enablement initiatives. • Drive adoption and growth strategies. • Conduct Executive Business Reviews. • Anticipate customer risks and provide coaching and escalation support for strategic and at-risk accounts. • Serve as the voice of the customer internally. • Establish and drive best practices, playbooks, and operational processes across Customer Success. • Monitor team KPIs including retention, churn, expansion, customer health, onboarding success, and customer satisfaction metrics. • Partner with leadership to define regional customer success strategy and execution priorities. • Ensure consistent customer engagement standards and service quality across managed accounts. • Support hiring, onboarding, training, and performance management of Customer Success team members. • Act as an escalation point for complex customer situations and executive-level communications. • Drive a customer-centric culture focused on accountability, operational excellence, and measurable business outcomes.

🎯 Requirements

• 5+ years of experience in Customer Success, Account Management, or Customer Operations in mission critical services environment - a must. • 2+ years of experience leading or mentoring customer-facing teams - a must. • Experience managing channel partners, resellers, and indirect customer relationships, including driving partner enablement, engagement, and growth strategies preferred - a must. • Project management skills - a must. • Availability to work according to East Coast (U.S.) business hours - a must. • Proven experience managing strategic enterprise accounts and engaging with executive stakeholders. • Strong leadership, coaching, and team management skills. • Excellent communication, presentation, and relationship-building abilities. • Experience conducting Executive Business Reviews and managing customer success plans. • Ability to analyse customer usage trends and translate data into actionable business insights. • Strong problem-solving, organizational skills. • Ability to manage multiple priorities in a fast-paced, high-growth environment. • Experience working cross-functionally with Sales, Product, Operations, and Support teams. • Understanding of mobile connectivity, IoT, eSIM technologies, and enterprise mobility solutions - an advantage.

🏖️ Benefits

• The opportunity for professional development within a reputable international innovative and growing company. • The opportunity to join a team of highly professional specialists in an international environment. • Fully remote role • Medical benefits