CSM Team Lead

Description

The Webbing Customer Success Manager Team Lead is responsible for managing the post-sales customer relationship with Webbing’s top accounts while leading and mentoring the NAM Customer Success team. This role focuses on IoT and enterprise mobility customers, where value realization, operational excellence, and long-term partnership are critical.

The Team Lead acts as both a strategic advisor to customers and a leader to the regional CSM team, ensuring consistent execution, customer satisfaction, retention, and growth across the customer portfolio. This individual will work closely with Sales, Sales Engineers, Product, Operations, Analytics, and Support to drive customer outcomes, team performance, and cross-functional alignment.

Key responsibilities include leading onboarding and enablement initiatives, driving adoption and growth strategies, conducting Executive Business Reviews, anticipating customer risks, coaching team members, and serving as the voice of the customer internally. Success in this role requires strong mobile connectivity and IoT knowledge, experience managing high-value enterprise accounts & channels, leadership capabilities, and the ability to engage confidently with senior executives.

Team Lead Responsibilities

• Lead, mentor, and develop the US Customer Success team to ensure high performance and professional growth
• Establish and drive best practices, playbooks, and operational processes across the Customer Success organization
• Monitor team KPIs including retention, churn, expansion, customer health, onboarding success, and customer satisfaction metrics
• Provide coaching, guidance, and escalation support for strategic and at-risk accounts
• Partner with leadership to define regional customer success strategy and execution priorities
• Ensure consistent customer engagement standards and service quality across all managed accounts
• Support hiring, onboarding, training, and performance management of Customer Success team members
• Foster strong cross-functional collaboration between Customer Success, Sales, Product, Support, and Operations teams
• Act as an escalation point for complex customer situations and executive-level communications
• Drive a customer-centric culture focused on accountability, operational excellence, and measurable business outcomes

Requirements

• 5+ years of experience in Customer Success, Account Management, or Customer Operations in mission critical services environment - a must.
• 2+ years of experience leading or mentoring customer-facing teams - a must.
• Experience managing channel partners, resellers, and indirect customer relationships, including driving partner enablement, engagement, and growth strategies preferred - a must.
• Project management skills - a must.
• Availability to work according to East Coast (U.S.) business hours - a must.
• Proven experience managing strategic enterprise accounts and engaging with executive stakeholders.
• Strong leadership, coaching, and team management skills.
• Excellent communication, presentation, and relationship-building abilities.
• Experience conducting Executive Business Reviews and managing customer success plans.
• Ability to analyse customer usage trends and translate data into actionable business insights.
• Strong problem-solving, organizational.
• Ability to manage multiple priorities in a fast-paced, high-growth environment.
• Experience working cross-functionally with Sales, Product, Operations, and Support teams.
• Understanding of mobile connectivity, IoT, eSIM technologies, and enterprise mobility solutions - an advantage.

About Webbing

Founded in early 2010, Webbing is a global data MVNO that delivers enterprise grade, global connectivity and IoT services across more than 200 countries and 600+ mobile carriers' networks. Webbing's secured network delivers network protection and web content intelligence.

Enterprise customers can manage, monitor, and optimize data usage in real-time with Webbing's powerful software platform. Gain visibility by application type and have the power to white list applications and limit non-business applications with the click of a button, saving money and improving compliance.

What we offer

• The opportunity for professional development within a reputable international innovative and growing company.
• The opportunity to join a team of highly professional specialists in an international environment.
• Fully remote role
• Medical benefits