Customer Success Team Lead

**Location**:LATAM, remote.

**Form of employment**: B2B (self-employed) or contract of employment

**We are a fast-growing tech company created by experienced international talents. Our product is a top-rated online platform for small and medium businesses to grow sales through outstanding customer service. Our goal is to create a frictionless customer experience for individual users and, at the same time, help entrepreneurs worldwide grow their businesses by giving them access to a top-notch AI-driven tool.**

**Working at Tidio means impacting thousands of companies and millions of their users. But our clients are not the only ones who can grow with us. By joining Tidio, you can grow, too**

**A few facts about us**:

- Our product is one of the world's leading AI customer service solutions, and our goal is to become no. 1.
- We are among the Top 50 AI and Customer Service Products in G2’s Best Software Awards 2024.
- We currently rate at 4.7/5 in both Shopify and G2.
- The new **Tidio AI** feature (Lyro) answers up to 70% of customers’ questions in seconds and is available to users even on a free plan. It’s a real AI revolution
- Every month, our widget is viewed by 350 million unique users, which is 4% of the global population.
- Currently, we hire over 130 fantastic people.
- In March 2022, we secured $25 mln in a Series B Investment round (read TechCrunch’s article to learn more)
- In June 2023, our MRR exceeded $1M.

**Would you like to see what working with us looks like? Check out our #GrowWithTidio video**

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 as well as fostering collaboration between Customer Success and our Services team, with a main focus on **US-based clients**.

As the Lead of Customer Success, you will balance leadership and process-building with direct involvement in client accounts and escalations. The ultimate goal is to drive Net Dollar Retention (NDR) by improving adoption, reducing churn, and supporting expansion opportunities, in close collaboration with the Chief Customer Officer.

**As the Customer Success Team Lead, you will**:

- 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.

**You are the perfect fit if you have**:

- 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.

**We would like to offer you**:

- 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 that’s 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