Customer Success Team Lead

Job Description Tidio is the customer service platform that aligns AI and people so businesses can scale without losing trust or the human touch. Our goal is to help entrepreneurs grow by making customer service more efficient while keeping it helpful. We are looking for a hands‑on Customer Success Lead to guide our 4‑person CSM team spread across Europe and LATAM, helping in the transition to a high‑touch model and fostering collaboration between Customer Success and our Services team with a main focus on US‑based clients. Responsibilities Own Net Dollar Retention (NDR) as the primary KPI by driving adoption, reducing churn, and supporting expansions. Develop systems to track KPIs and focus on clear results and quantifiable metrics. Lead, coach, and develop a 4‑person CSM team (Europe / LATAM) to excel in mid‑market account management and client success (ARR $50k‑$200k). Foster a team culture of accountability, learning, and results‑driven success. Design, implement, and lead key initiatives to strengthen Customer Success performance. Handle client escalations and manage a small portfolio of strategic accounts. Collaborate closely with the Chief Customer Officer to align customer success strategy with company growth objectives. Qualifications Proven experience as a Customer Success Team Lead / Manager in B2B SaaS leading a distributed team. Experience working with high‑touch US‑based clients ($50k‑$200k ARR) as an IC or ideally managing a team of CSMs handling such accounts. Ability to work between 10 am – 6 pm EST. Native or near‑native level command of English. Hands‑on approach: actively working with the team while also serving as an IC to some of our clients. Strong leadership skills to develop and elevate the team’s performance. Process‑oriented mindset to design and implement scalable initiatives that drive customer success goals. Analytical mindset to link team activities to measurable outcomes. Excellent communication and stakeholder management skills to build trust with clients and internal teams. Proactive and results‑driven with a focus on driving expansion and value realization. Benefits A chance to work with one of the top products in the customer experience industry. Lead the team of high‑potential Customer Success professionals while having a direct impact on business growth with global exposure. A remote‑first role with the possibility to travel to Europe. Work with the customer‑facing team helping clients deploy our innovative AI support agent at the forefront of AI technology. Great development opportunities: company‑supported courses and conferences. Contract form according to your preferences (B2B or contract of employment). Remote‑first work with flexible hours. 26 days off guaranteed in a year. Individual work tools: MacBook Pro, Dell screen, JBL headphones – you can tailor the equipment to your needs. Sport & wellness benefit or its financial equivalent. Mental well‑being program: individual therapy sessions and resources for employees. Free access to one of the most popular e‑book / audiobook services. Regular integration events (company‑wide meetings, team events). What happens when you send your CV Video call with a recruiter about the position and the team. 1st interview with the Hiring Manager (Chief Customer Officer). A recruitment assignment. Final interview with the Hiring Manager. Meeting the CSM team. Offer and fireworks. Diversity Statement One of Tidio’s core values is to play fair. Therefore we treat all candidates equally. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status. This means recruitment and selection of talent to Tidio is only based on individual merit and qualifications directly related to professional competence. #J-18808-Ljbffr