Novisto
ESG Data Management
TeamLead,CustomerSuccess
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optimal for Lead candidates.
“Team Lead, Customer Success at Novisto. Skills: Customer Success, Team Leadership, Account Management. Lead team of CSMs. Coach team of CSMs”
What You'll Achieve.
Customer value realization; Customer retention; Customer satisfaction; Account expansion
Industry & Context.
What They're Looking For.
Must Have
4+ years Customer Success experience, 4+ years Account Management experience, Experience coaching CSMs, Experience mentoring CSMs, Experience leading CSMs, Track record owning renewals, Track record owning retention, Track record owning expansion, Executive communication skills, Stakeholder management skills, Comfort with customer success tooling, Comfort with renewal forecasting, Comfort with playbook execution, Balance individual ownership and team development, Structured approach to work, Proactive approach to work, Customer-first approach to work
Nice to Have
B2B SaaS experience, Enterprise customer experience, Senior peer leadership experience, Passion for ESG space, Passion for sustainability space, Startup SaaS experience, High-growth SaaS experience
What You'll Do.
Foster accountability
Own book of enterprise accounts
Own customer lifecycle
Set example for engagement
Act as escalation point
Keep customers on track
Operationalize CS motions
Spot improvement opportunities
Bring feedback to leadership
Support risk visibility
Share insight on performance
Share insight on capacity
Share insight on trends
Share insight on feedback
Share insight on churn
Contribute to strategy
How You'll Work.
Team & Collaboration
Work with CS leadership; Partner with Sales; Partner with Product; Partner with Support; Partner with RevOps; Partner cross-functionally
Communication Scope
Executive communication
Full Job Description
Novisto is looking for a Team Lead, Customer Success to help our customers get real, lasting value from our ESG data management platform. This is a player-coach role: you will lead and develop a small team of Customer Success Managers while keeping your own portfolio of enterprise relationships. You set the standard for what great customer success looks like, then help others reach it. If you love the craft of customer success and find as much energy in growing a team as in growing an account, this role is built for you. You will work closely with Customer Success leadership and partner across Sales, Product, Support, and RevOps to make sure our customers succeed and our team keeps getting stronger. Your Responsibilities Will Include: Lead and Coach Your Team: Serve as the direct people leader for a small team of CSMs. Run weekly 1:1s centered on account strategy, customer outcomes, and skill development, and support onboarding, ramp, and ongoing enablement. Provide honest, constructive feedback and foster a culture of accountability and collaboration. Own Your Customer Portfolio: Carry your own book of enterprise accounts and own the full customer lifecycle, from adoption and value realization through renewal readiness and expansion. Set the example for best-in-class customer engagement that the rest of the team can model. Champion Execution and Escalations: Act as the point of escalation for customer risks and issues. Step in on complex or high-risk accounts alongside your CSMs, and partner cross-functionally to resolve challenges quickly and keep customers on track. Reinforce CS Process and Operations: Operationalize the customer success motions defined by CS leadership, including playbooks, renewal forecasting, and engagement standards. Spot gaps and improvement opportunities, and bring practical feedback back to leadership. Support forecasting and risk visibility across the region. Partner with Leadership: Act as a trusted extension of CS leadership, sharing in
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