CSM Team Leader (Enterprise)

Superside is expanding its Customer Success team and looking for an experienced CSM Team Lead with deep expertise in the marketing domain to manage a team of Customer Success Managers supporting top-tier customers like Vimeo, Reddit, Figma, and Novartis.

At Superside, Customer Success goes beyond account management - it’s about driving strategic value for our customers and ensuring they maximize the potential of AI-powered creative services. With these services, we help customers drive revenue, gain efficiencies, and develop new organizational capabilities. If you have strong business acumen, a customer-centric mindset, and love to enable teams, this role is for you. 

Note that our CSM team aligns with customer segments, as marketing and creative capacity align closely with company size (Enterprise, Mid-Market and Small Business). This Team Lead position will manage a portfolio of Enterprise customers and CSMs.

What you'll do:

• Own and deliver on priorities for your assigned portfolio of customers
• Engage with and advise key stakeholders at top accounts
• Serve as a reliable and effective escalation point for customer issues
• Serve as a key listening post for and synthesizer of customer feedback
• Improve the customer journey
• Provide your team with clear direction, tying it to company mission and goals
• Enable your team through Learning and Development, on-the-job coaching, and cross-functional problem-solving
• Promote a high-performance environment and steward the performance management process
• Manage the team’s work to financial and operational targets
• Help identify and prioritize meaningful operational improvements

What you'll need to succeed:

• 10+ years of customer-facing experience, in account management, Customer Success, or related roles within Creative/Ad Agencies, MarTech, or GTM SaaS.
• Enterprise customer management experience and a working knowledge of the marketing craft in the enterprise environment.
• 3+ years of people management experience.
• Passion for enabling customers and teams.
• Active listening skills, for customer and team discovery and solutioning.
• Structured problem-solving skills, including the ability to balance multiple, sometimes conflicting, considerations.
• Business, operational, and analytic acumen.
• Emotional intelligence, especially as relates to change management. 
• Exceptional English communication skills, with the ability to present ideas, build trust, and influence stakeholders at all levels.

Superside's vision is to create more equal opportunities globally by accelerating the world’s transition to online work. With that in mind, we’ve built a natively remote company enabling us to attract the best talent no matter where they are.

Need more convincing? Here’s a skimmable, non-exhaustive list of reasons to join us:

- A global community of 200+ best-in-class creatives working from more than 60 different countries

- Flexible working hours and fully remote setup. We've been remote from day one. No weird office legacy

- A high-pace, high-energy, and high-performance environment

- Trusting, ego-free, and truth-seeking team members

- Pioneering the future of work with a fair, friendly, and supportive community. We’re pretty proud of this one

- The opportunity to build an international career through creative mentorship from top design leaders. We - grow, you grow

- Work closely with leading global brands on a wide variety of creative projects. We’re talking about Amazon, Meta, Twitch, LVMH, Puma, Shopify, and others

About Superside

Superside is a revolutionary way for businesses to get good design done at scale. Trusted by 450+ ambitious companies, Superside makes design hassle-free for marketing and creative teams. By combining the top 1% of creative talent from around the world with purpose-built technology and the rigor of design ops, Superside helps ambitious brands grow faster. Since inception, Superside has been a fully remote company, with more than 700 team members working across 57 countries and 13 timezones.

Learn more at superside.com

Diversity, Equity and Inclusion

We’re an equal opportunity company. All applicants will be considered regardless of ethnicity, appearance, religion, gender identity, sexual orientation, national origin, veteran or disability status.