Customer Success Team Lead

M&A Deals is the premier deal origination and market mapping platform built specifically for private markets. As M&A Deals continues to grow, we are looking for an experienced Customer Success Team Lead to build and develop a high-performing Customer Success team that delivers an exceptional client experience.

This is a people leadership role responsible for leading the M&A Deals Customer Success team. You will be responsible for coaching, mentoring and developing Customer Success Managers while establishing the processes, standards and operational excellence needed to deliver best-in-class customer service.

Team Leadership

• Lead, coach and develop a team of Customer Success Managers.
• Conduct regular 1:1s focused on performance, development and career progression.
• Run regular team meetings and training sessions to share best practices, product updates and Customer Success standards.
• Provide structured coaching through call listening, customer meeting reviews and ongoing feedback.
• Lead recruitment activities, including interviewing and hiring new Customer Success team members as the team grows.

Customer Success Operations

• Design and implement scalable Customer Success processes and best practices.
• Create playbooks, email templates, outreach sequences and customer communications.
• Standardize onboarding, engagement, renewal and risk management processes.
• Continuously identify opportunities to improve efficiency across the team.
• Own the team's KPIs, ensuring targets are met across customer engagement, product adoption, retention, GRR, NRR and renewals.

Customer Experience

• Drive best-in-class customer service standards across every customer interaction.
• Support the team with escalations and complex customer situations.
• Ensure proactive engagement strategies are in place to maximize product adoption and customer value.
• Work closely with Product teams to capture customer feedback and prioritize enhancement requests.

What We're Looking For

• Previous experience leading or mentoring Customer Success, Account Management or Client Services teams.
• Strong coaching and people development skills with a passion for helping others succeed.
• Highly organized with excellent time management and prioritization skills.
• A proactive self-starter who enjoys building new processes and improving existing ones.
• Excellent communication and stakeholder management skills.
• Strong analytical mindset with the ability to interpret dashboards and performance metrics.
• Experience using CRM and Customer Success platforms such as Salesforce, ChurnZero, Outreach or similar.
• Comfortable working in a fast-paced, evolving environment.
• Experience within financial services, data, SaaS or private markets is advantageous.

Success in this Role

• Build, develop and retain a high-performing Customer Success team.
• Create a culture of coaching, accountability and continuous improvement.
• Deliver consistently high levels of customer satisfaction and engagement.
• Improve GRR, NRR and product adoption across the M&A Deals customer base.
• Establish scalable Customer Success processes and operational best practices.
• Ensure accurate KPI reporting, commission calculations and performance management across the team.
• Recruit, onboard and develop talent to support the continued growth of the M&A Deals business.