G2
SaaS
TeamLead,ScaledCustomerSuccess
“Team Lead, Scaled Customer Success at G2. Skills: Customer Success, Account Management, Team Leadership, Customer Retention, Customer Adoption, Customer Growth, Operational Management, Process Excellence. Lead and coach a team of CSMs, setting clear performance expectations and success metrics aligned to BRR, adoption, and efficiency.. Conduct regular 1: 1s, performance reviews, and career development sessions, fostering a culture of accountability and professional growth.”
What You'll Achieve.
Deliver measurable outcomes across adoption, retention, and growth.; Driving operational discipline and alignment with global success motions.; Setting clear performance expectations and success metrics aligned to BRR, adoption, and efficiency.; Balancing retention and adoption goals.; Driving measurable ROI from G2 solutions.; Linking customer outcomes to business impact and renewal health.; Contributing to accurate forecasting and commercial outcomes.; Ensuring alignment to key operational KPIs (GRR, adoption, engagement rate, and campaign execution).; team retention and performance across all defined metrics.; Consistent achievement of customer success KPIs (GRR, adoption, engagement).; Clear leadership pipeline and demonstrated development of team members.; Documented contributions to process innovation, regional alignment, and customer experience improvement.
Industry & Context.
Strategic problem-solving
What They're Looking For.
Must Have
5–7 years of experience in Customer Success, Account Management, or Strategic Consulting within SaaS or MarTech., Proven track record of managing a portfolio of customers with high retention and measurable business outcomes., Prior experience mentoring or leading a team, with coaching and interpersonal skills., understanding of customer lifecycle management, renewal strategy, and adoption frameworks., Data-driven and comfortable using BI tools, CRM systems, and CS platforms (Salesforce, Catalyst, Looker/Tableau)., Excellent communication, stakeholder management, and presentation skills., Ability to collaborate across functions and time zones in a fast-paced, global environment.
Nice to Have
Experience across multiple CS motions (Scaled, SMB, Mid-Market, or Enterprise)., Familiarity with Buyer Intent, ABM, or Marketing Solutions., Comfort with AI tools and automation platforms for productivity and engagement at scale., Exposure to managing hybrid or cross-regional teams.
What You'll Do.
Lead and coach a team of CSMs
setting clear performance expectations and success metrics aligned to BRR
Conduct regular 1: 1s
and career development sessions
fostering a culture of accountability and professional growth.
Drive enablement and skill-building initiatives
ensuring consistent delivery of consultative
data-driven customer engagement.
Serve as a mentor and escalation point for complex customer scenarios
providing coaching on strategic problem-solving and executive communication.
Partner with CS leadership on workforce planning
and onboarding to build future team capability.
Maintain ownership of a strategic book of business
balancing retention and adoption goals.
Build and nurture relationships with senior customer stakeholders
providing strategic guidance and driving measurable ROI from G2 solutions.
Conduct business reviews (QBRs/EBRs)
linking customer outcomes to business impact and renewal health.
Lead by example in consultative engagement
and data storytelling.
Collaborate with Account Managers on renewal and upsell strategies
contributing to accurate forecasting and commercial outcomes.
Drive consistent execution of Customer Success playbooks
and digital programs across the team.
Monitor team performance dashboards
ensuring alignment to key operational KPIs (GRR
and campaign execution).
Enforce data hygiene standards in Salesforce
and other success tools with ≥95% accuracy.
Identify process gaps and lead initiatives to streamline workflows
and enhance customer experience.
and Product to pilot new tools
and customer engagement programs.
Represent Customer Success in cross-functional forums with Sales
aligning on customer strategy and program priorities.
Surface and communicate customer insights to influence product roadmap and marketing programs.
Support leadership in quarterly business reviews
Champion regional collaboration between AM
Product and Marketing team to ensure seamless coverage
How You'll Work.
Team & Collaboration
Partner with CS leadership on workforce planning, hiring, and onboarding.; Collaborate with Account Managers on renewal and upsell strategies.; Partner with Rev Ops, Marketing, and Product to pilot new tools, automation, and customer engagement programs.; Represent Customer Success in cross-functional forums with Sales, Product, Marketing, and Enablement, aligning on customer strategy and program priorities.; Champion regional collaboration between AM, Product and Marketing team to ensure seamless coverage
Communication Scope
Excellent communication; Executive communication; Presentation skills
Process & Methodology
Lead initiatives to streamline workflows, improve efficiency, and enhance customer experience.
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