Customer Success Team Lead

Location
:
New York City, San Francisco Bay Area, Portland Maine, or Remote USA.

About the Position
:
Customer Success Team Lead, manage senior Customer Success Managers, drive retention, expansion, coach the team, deliver value to government partners.

Key Responsibilities
:

• Lead and manage a team of senior CSMs responsible for Forerunner’s most strategic accounts.
• Drive team performance toward ARR retention and customer health targets.
• Conduct regular 1:1s to review progress, identify development opportunities, and proactively manage performance.
• Own reporting and forecasting for renewal, expansion, and health metrics.
• Maintain a small portfolio of strategic accounts to stay connected to customer needs.
• Partner with Sales, Product, Implementation, and Rev Ops to ensure seamless delivery and long‑term success.
• Support hiring, onboarding, and training of new CSMs.

Coaching & Development
:

• Build a culture of accountability, growth, and shared success.
• Provide consistent coaching, mentoring, and career development opportunities for your team.
• Partner with Rev Ops, Product, and Marketing to improve playbooks, enablement, onboarding, and ongoing education.

Customer Management & Strategy
:

• Monitor customer health, identify risks or opportunities, and take proactive steps to ensure long‑term success.
• Collaborate with Marketing and Product to surface customer stories, feedback, and insights that shape the roadmap.

About You
:

Seasoned customer success professional who thrives on building relationships and managing teams, driving strategic outcomes across complex portfolios, and balancing data‑driven management with empathy.

Qualifications
:

• 8+ years in Customer Success or Account Management in a SaaS or technology company, ideally managing enterprise or government clients.
• Prior experience managing or mentoring a team of CSMs or similar customer‑facing roles.
• Strong understanding of ARR‑based success metrics, customer health frameworks, and renewal/expansion motions.
• Analytical and data‑oriented; translate customer insights and health indicators into actionable strategies.
• Excellent communication and interpersonal skills — inspire confidence and collaboration across teams.
• Passionate about using technology to empower government organizations and improve civic outcomes.

Location & Compensation
:

• Location:
  
  NYC, SF, Portland ME, or Remote USA.
• Salary range: $130,000 – $150,000; OTE $175,000 – $215,000.

Benefits
:

• Mission‑driven, collaborative team culture.
• Flexible schedules; national team.
• Competitive compensation, comprehensive health coverage, quarterly wellness reimbursement.

Equal Employment Opportunity
:

Forerunner is an equal‑opportunity employer committed to diversity and inclusion. We do not discriminate on the basis of any protected group status under any applicable law.