Customer Success Team Leader
Description
Job Title: Customer Success Operations Team Lead
Overview
We are seeking an experienced and dynamic Customer Success Operations (CSOM) Team Lead to oversee and empower our Customer Success Operations Managers. As the CSOM Team Lead, you will be responsible for driving the strategic direction, operational excellence, and professional growth of your team. You will collaborate closely with senior leadership and cross-functional partners to ensure our customer success operations are scalable, data-driven, and aligned with organizational goals. Your leadership will be instrumental in fostering a high-performance culture that delivers exceptional customer experiences and measurable business outcomes.
Key Responsibilities
Team Leadership & Development
- Lead, mentor, and develop a team of Customer Success Operations Managers, providing guidance, coaching, and performance feedback.
- Foster a collaborative, inclusive, and high-performing team culture.
- Set clear objectives and KPIs for the team, ensuring alignment with company goals.
Strategic Planning & Execution
- Define and execute the vision and strategy for customer success operations in partnership with senior leadership.
- Oversee the development and implementation of best practices, processes, and tools to optimize the customer journey.
- Monitor industry trends and emerging technologies to continuously improve operations.
Operational Excellence
- Ensure the team delivers high-quality data analysis, reporting, and actionable insights to drive customer retention and growth.
- Oversee the creation and maintenance of feedback loops, ensuring customer insights are systematically gathered and acted upon.
- Drive process optimization initiatives to enhance efficiency and effectiveness across customer success operations.
Cross-Functional Collaboration
- Partner with Sales, Account Management, Product, and other teams to ensure seamless customer experiences and alignment with business objectives.
- Represent the CSOM function in cross-departmental projects and strategic initiatives.
Training & Enablement
- Oversee the development and delivery of training programs and resources for the Customer Success Operations team.
- Ensure ongoing professional development and upskilling of team members.
Performance Management
- Track and report on team performance, identifying areas for improvement and implementing corrective actions as needed.
- Lead regular team meetings, performance reviews, and career development discussions.
Essential Skills & Qualifications
- Proven experience leading and managing high-performing teams in customer success, operations, or a related field.
- Strong strategic thinking and problem-solving skills, with the ability to translate vision into actionable plans.
- Advanced analytical skills and experience with data-driven decision-making.
- Excellent communication, interpersonal, and stakeholder management skills.
- Demonstrated ability to drive process improvement and operational excellence.
- Experience with customer success tools, CRM systems, and performance tracking platforms.
- Bachelor’s or Master’s degree in Business Administration, Management, or a related field (preferred).
- Strong project management skills and the ability to manage multiple priorities in a fast-paced environment.
Preferred Attributes
- Inspirational leader who motivates and develops others.
- Change agent with a continuous improvement mindset.
- Ability to thrive in a dynamic, evolving environment.
We invite you to check out our Instagram Page to gain further insight into the Varonis culture! @VaronisLife
Varonis is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics