Customer Success Team Lead

il y a 6 heures

Paris, France Global-e Temps plein

**Global-e (Nasdaq: GLBE)** is the world’s leading platform to enable and accelerate global, direct-to-consumer cross-border e-commerce growth.

Founded in 2013 and operating from several offices worldwide, Global-e is the chosen partner of hundreds of global retailers and brands, including Hugo Boss, Marc Jacobs, Etam, M&S, Montblanc, Forever 21, Versace, Iconic, and more.

We are looking for an **Customer Success Team Lead** to manage and guide a team of Customer Success managers, ensuring the long-term success of our clients in the European market. This role will focus on developing and empowering the team, driving performance, and ensuring that we continue to deliver world-class service to our clients. The **EU Team Lead** will be responsible for overseeing the daily operations of the team, providing strategic leadership, coaching, and ensuring that our team meets key performance indicators and business objectives.

This is a hybrid position with 3 days in the office and 2 days remote.

**Requirements**:
**Responsibilities**:

- Lead and manage a team of Customer Success Managers focused on the European market.
- Ensure that the team meets and exceeds performance goals, including client retention, satisfaction, and revenue growth.
- Develop and implement strategies for improving team efficiency and client outcomes.
- Foster a culture of continuous learning and improvement by providing ongoing coaching and mentorship to team members.
- Collaborate with other cross-functional teams (Sales, Marketing, Product) to ensure a seamless client experience and the achievement of business goals.
- Provide guidance and support in the development of client success strategies, helping team members make data-driven decisions to improve relationships.
- Prepare and present performance reports to senior leadership, highlighting team achievements and areas for growth.
- Support the team in identifying expansion opportunities within the existing client base and ensuring a proactive approach to client needs.
- Serve as a key point of escalation for clients or internal challenges, ensuring swift resolutions while maintaining high service standards.
- Conduct regular one-on-one meetings with team members to provide feedback, career development support, and ensure alignment with company goals.
- Stay updated on industry trends and market dynamics to provide strategic insights to your team.

**Qualifications**:

- At least 3+ years of experience in a team leadership or management role within customer success, account management, or related areas.
- Prior experience in B2B SaaS, software, or logistics companies preferred.
- Proven track record of managing and developing teams, with strong leadership and coaching skills.
- Experience in driving performance metrics and leading teams toward achieving business goals.
- Ability to communicate effectively at all levels of the organisation, including senior management.
- Strong analytical skills, with the ability to identify trends, draw insights, and guide team strategies.
- Excellent verbal and written communication skills in English; additional European languages are a plus.
- Demonstrated ability to influence and drive results within cross-functional teams.

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