Customer Success Team Lead

Atlanta Chattanooga Nashville Remote (USA)

Ambition is the G2 leader in sales gamification and coaching software. Our mission is to help teams create momentum and achieve goals in a work-from-anywhere world. Ambition is headquartered in Chattanooga, Tennessee with an office in Nashville, Tennessee. We have a remote-friendly culture with employees all over the country, as we believe in hiring the best people regardless of their geography. 

You'll be joining a world-class team that is building a world-class, award winning product. We were voted a Top 25 Places to Work for Women by Girl's Club, and in addition to a generous (unlimited!) vacation policy, we like to have a great time. 

We are looking for a Customer Success Team Lead to join our team, reporting to the Vice President, Customer Success. 

The Ambition Customer Success Team Lead will:

  • Work as a player-coach, maintaining a book of strategic accounts while coaching the CSM team
  • Act as a tactical leader for a growing group of CSMs, focused on driving initiatives and achievement of team KPIs (Renewals, Expansions, Customer Health and Advocacy)
  • Meet with CSMs in a 1:1 environment to drive activities, solicit team feedback and find first-step resolution to roadblocks
  • Create and maintain CS playbooks, templates and best practices documentation
  • Collaborate with cross-functional teams to deliver excellence through all stages of the customer journey, from contract signature to future expansion
  • Communicate meaningful, concise and constructive feedback to team members on a regular basis
  • Track account health and proactively flag key account risk to Revenue leadership team
  • Drive consistency in customer presentations and talk tracks - from Kick Off to EBR
  • Assist with recruiting and hiring best-in-class CS team members as we grow
  • Own New Hire onboarding and ramp programs, including product training and certifications
  • Build team culture through recognition, creative gamification, and spiffs
  • Demonstrate deep knowledge of Ambition and the Sales tech stack space (industry trends and best practices), and mentor employees to build their knowledge
  • Collaborate with VP of CS to build development plans and provide opportunities for team members to stay motivated and progress through their career journey

Skills / Responsibilities Required:

  • 5+ years experience as a Customer Success Manager, leader and/or Commercial team member
  • A drive to learn and expand your leadership skill set
  • Consistent great results from key performance metrics, and a strong command of the renewal and expansion cycle
  • Great people skills – ability to coach and inspire team members to achieve their goals and the team’s overall outcomes
  • A proven track record of improving and implementing new process for teams and customers
  • Ability to manage multiple people, accounts, and priorities at a time – organization, time-management, and attention to detail are critical
  • Proficiency in Project Management best practices, both for internal application and across the customer lifecycle
  • An understanding of current gaps and opportunities for Ambition and our customers
  • Strong cross-functional relationships, and a drive to partner with other leaders to grow Ambition

Our Values:

  • Start with the customer 
  • Operate with transparency 
  • Bias toward action 
  • Embrace constraints 
  • Do the right thing

The Perks:

  • Comprehensive health insurance (medical, dental, vision, and life).
  • 401(k) Retirement Plan with match.
  • Unlimited PTO.
  • Paid Parental Leave.
  • Wellness Program, including monthly company yoga, meditation, and fitness classes.
  • Team outings.
  • Weekly virtual experiences.
  • Continuing Education Program.
  • And much more! 

 


If interested in this position please send your resume and a brief cover letter to careers@ambition.com and we'll be in touch!