CSM Team Lead

The Webbing Customer Success Manager Team Lead is responsible for managing the post-sales customer relationship with Webbing’s top accounts while leading and mentoring your Customer Success team. This role focuses on IoT and enterprise mobility customers, where value realization, operational excellence, and long-term partnership are critical. The Team Lead acts as both a strategic advisor to customers and a leader to the regional CSM team, ensuring consistent execution, customer satisfaction, retention, and growth across the customer portfolio. This individual will work closely with Sales, Sales Engineers, Product, Operations, Analytics, and Support to drive customer outcomes, team performance, and cross-functional alignment. Key responsibilities include leading onboarding and enablement initiatives, driving adoption and growth strategies, conducting Executive Business Reviews, anticipating customer risks, coaching team members, and serving as the voice of the customer internally. Success in this role requires strong mobile connectivity and IoT knowledge, experience managing high-value enterprise accounts & channels, leadership capabilities, and the ability to engage confidently with senior executives. Team Lead Responsibilities Lead, mentor, and develop the Customer Success team to ensure high performance and professional growth Establish and drive best practices, playbooks, and operational processes across the Customer Success organization Monitor team KPIs including retention, churn, expansion, customer health, onboarding success, and customer satisfaction metrics Provide coaching, guidance, and escalation support for strategic and at-risk accounts Partner with leadership to define regional customer success strategy and execution priorities Ensure consistent customer engagement standards and service quality across all managed accounts Support hiring, onboarding, training, and performance management of Customer Success team members Foster strong cross-functional collaboration between Customer Success, Sales, Product, Support, and Operations teams Act as an escalation point for complex customer situations and executive-level communications Drive a customer-centric culture focused on accountability, operational excellence, and measurable business outcomes