Customer Success Lead

Hiring a Customer Success Lead to elevate our post-sale motion and drive retention, expansion, and customer advocacy across our enterprise customer base. This is a player-coach role responsible for managing and developing a team of CSMs while also directly owning strategic accounts. You will partner closely with Sales on account strategy, renewals, and expansion opportunities, ensuring our customers realize measurable value and view Company as a long-term, mission-critical partner.

• Lead day-to-day execution of the Customer Success function while directly managing a strategic book of business
• Operate as a player-coach, modeling best practices across customer communication, value realization, renewals, expansion strategy, and issue resolution
• Develop and coach CSMs through structured performance feedback, QA reviews, call coaching, and skill development planning
• Own and monitor core CS performance metrics including retention, churn, Net Revenue Retention (NRR), expansion revenue, response times, and NPS — driving accountability to targets
• Partner closely with Sales on account strategy, renewal forecasting, risk mitigation, and expansion opportunities to maximize customer lifetime value
• Serve as the escalation point for complex, high-risk, or executive-level accounts
• Translate customer feedback, usage patterns, and support trends into actionable insights for Product and Engineering
• Design, refine, and document Customer Success processes, playbooks, and lifecycle workflows to support scale
• Ensure CRM and support system data integrity across Salesforce, Zendesk, and related tools
• Leverage Gong (or similar platforms) to review calls, reinforce messaging consistency, and continuously elevate team performance

• 3+ years of experience in Customer Success, Account Management, or post-sale revenue roles within a SaaS environment
• Prior experience leading, mentoring, or coaching CSMs in a player-coach capacity, with demonstrated impact on team performance
• Proven ownership of retention, churn reduction, and expansion revenue targets (NRR focus preferred)
• Strong executive presence and communication skills, with experience managing account-level and senior stakeholder relationships
• Experience leveraging Salesforce for account management, forecasting, and renewal tracking, and Zendesk (or similar tools) for support workflow oversight
• Experience using Gong (or comparable platforms) for call review, coaching, and performance improvement
• Demonstrated ability to operate cross-functionally with Sales, Marketing, Product, and Engineering to align customer outcomes with business priorities
• Strong organizational and prioritization skills, with the ability to balance strategic account leadership and operational team oversight
• Data-driven mindset with fluency in CS performance metrics, including retention, expansion, churn, NPS, and response SLAs
• Comfort operating in a growth-stage environment where processes are evolving and leadership influence is required

• Base salary range of $100,000 to $115,000, based on experience and qualifications, as well as geographical market and business considerations.

Your well-being is important to Wimmer Solutions. All regular, full-time employees working a minimum of 30 hours per week are eligible to participate in the benefits plan. Outside of offering excellent medical, dental, and vision benefits, we also offer the following:

• Paid time off and holidays
• Commuter Spending Accounts
• Short and Long-Term Disability

Wimmer Solutions is proud to be an equal-opportunity employer. All applicants will be considered for employment regardless of race, color, religion or belief, age, gender identity, sexual orientation, national origin, parental status, veteran, or disability status. Wimmer Solutions is committed to achieving a diverse employee network through all aspects of the hiring process and we welcome all applicants.