Customer Success Team Lead

Department: Customer Success

Reporting Manager: Head of Customer Success

About RemotePass

We are a UAE-based startup, working remotely from all over the world. Our team is diversified and spread

across 10+ different countries. We have the ambition to become a leading remote work enabler that

simplifies the access to world class talents. We believe that anyone should be able to work anytime,

anywhere.

We are Backed by world class regional & international investors; 212VC, BECO Capital, Wamda Capital,

Khawarizmi VC, Wealth Well and Plug & Play.

Role Overview

As we expand, we are seeking a talented Customer Success Team Lead to support and elevate our team of Customer Success Managers (CSMs). This role is pivotal in ensuring CSMs deliver measurable value to our clients, maximize product adoption, and maintain excellent account health. As a CSM Team Lead, you will be responsible for driving performance, supporting team development, and ensuring alignment with key business objectives across growth, retention, and operational success.

Responsibilities

Team Leadership & Performance Management

• Working alongside the Head of Customer Success, you will get to lead, coach, and support a team of Customer Success Managers to meet performance and growth targets.
• Define team priorities and processes to ensure clients receive proactive, timely and strategic support.
• Run regular 1:1s, feedback sessions to track individual performance.

Revenue Growth & Product Adoption

• Monitor and support the execution of client expansion strategies.
• Help the team identify revenue opportunities and ensure consistent delivery against revenue targets.
• Track and report key performance metrics.

Client Retention & Account Health

• Oversee the portfolio health of accounts managed by CSMs and support in planning risk mitigation strategies.
• Support team to achieve targets for logo churn and revenue retention.
• Create frameworks to help the team proactively address pain points before they escalate.

Process Optimization & Efficiency

• Improve team workflows to ensure consistency in onboarding, account management, and client communication.
• Lead team capacity planning and ensure scalable coverage of a growing client base.
• Support in the implementation of playbooks and best practices for client segmentation, and success planning.

Cross-functional Collaboration

• Partner with the Head of Customer Success on team planning, strategy, and reporting.
• Act as the operational bridge between CSMs and internal teams.
• Communicate and track customer feedback and insights to inform product and service improvements.

Qualifications

• 5+ years in Customer Success or a similar role, with 2+ years of team leadership.
• Experience managing B2B clients in SaaS, HR-Tech, Fintech in a similar remote-first environment.
• Strong understanding of customer lifecycle, account health management, and revenue expansion strategies.
• Excellent leadership, communication, and coaching skills.
• Analytical mindset and comfort working with KPIs and dashboards.
• Proactive, solution-oriented, and highly organized.

Why Join RemotePass?

• Be part of a fast-growing global company revolutionizing remote work management.
• Collaborate with global clients and innovative teams.
• Play a critical role in scaling a high-performing Customer Success function.
• Work in a collaborative and inclusive environment that values innovation and creativity.
• Remote-first environment with a strong culture of ownership and growth.
• Competitive compensation, benefits, and opportunities for advancement.