Team Lead, Customer Success


About the company  

xMatters helps enterprises prevent, manage and resolve technology incidents. xMatters industry-leading Digital Service Availability platform prevents technical issues from becoming big business problems. Large enterprises, agile SREs and innovative DevOps teams rely on its proactive incident response, automation and management service to maintain operational visibility and control in today’s highly fragmented technology environment. xMatters provides toolchain integrations to hundreds of IT management, security and DevOps tools. xMatters is the primary incident response and management platform trusted by leading global companies and innovative challengers including BMC Software, Credit Suisse, Danske Bank, DXC technology, Experian, NVIDIA, ViaSat and Vodafone. xMatters is headquartered in San Ramon, California and has offices worldwide.

Cool Culture: Why You’ll Love Working Here 

  • Above-market compensation 
  • Full extended medical benefits, including dental and vision 
  • Training and professional development budget to help advance your career 
  • Strong belief in work/life balance (and we mean it) 
  • Annual health & wellness grant to spend on almost anything to improve your life 
  • Diverse, smart, and talented co-workers 
  • Collaborative, fun work environment, where laughing and learning go together
  • Well-stocked kitchen with snacks, drinks, and ‘beverages’ (allowance for remote team members to stock their cupboards)
  • Generous employee referral program 
  • Fun days involving both virtual and in-person events 
  • RRSP Matching 

The Position 

We are looking for a Customer Success Team Leader who has both a technical aptitude and a proven track record delivering outstanding customer experiences. In this role you’ll be expected to provide leadership to a team of Customer Success Managers as well as support a small portfolio of accounts. This position requires cross-team collaboration and communication – you’ll work with other leaders, product managers, marketing/UX, consulting and sales to deliver an exceptional customer experience. The ideal candidate will bring a broad technical skill set, passion for customer success and the ability to lead a team of up to six Success Team members.

Your Responsibilities

  • Lead a team of Customer Success Managers
  • Ensure the continual expansion of team knowledge and skills
  • Mentor, coach and inspire members to support their growth and development
  • Ensure each Customer Success team member is empowered and successful in their role
  • Lead team meetings and one-on-ones
  • Assist in coordination of Support and escalation issues that may arise with the customers
  • Think critically about customer success quality, metrics, workflow and efficiencies – explore creative ways to help customers be more successful
  • Build and iterate on strategies that help improve the processes of our team in areas around driving value, growing adoption and reducing churn
  • Manage and evolve team KPIs/goals
  • Act as a trusted advisor to our enterprise customers
  • Develop technical and business subject matter expertise in xMatters use cases and products
  • Help customers increase their xMatters adoption rate, gain increasing value from their investments, and identify opportunities for expansion
  • Discuss the value of the xMatters solution in terms of market processes and philosophies (Agile, DevOps, CI/CD, ITIL, NOC SRE, MIM)
  • Coordinate and advise on prototyping of integrated 3rd party systems with the xMatters solution
  • Lead clients through requirement and business value mapping exercises, facilitating workshops, for the end goal of expanding xMatters in the account
  • Develop insights, observations and meaningful conclusions to help solve client business problems
  • Communicate regularly with customers/prospects regarding new integrations and features
  • Provide business reviews and updates to clients at a senior level

Your Education, Experience & Skill Sets

  • 5+ years in technical and service roles that focus on building and optimizing retention, support, and customer experience initiatives
  • Proven experience as a people leader developing, leading, and inspiring a diverse team
  • Have a strong customer service focus with the commitment to excellence and desire to delight internal and external customers
  • Excellent verbal & written communication for both technical and business content at all levels within an organization
  • Experience in technical account management for large organizations
  • Highly analytical with proficiency in developing and reporting on customer metrics such as churn, retention, etc.
  • Strategic thinker with the ability to innovate based on analysis and understanding of trends, business objectives, and customer needs
  • Operationally inclined with proven ability to develop and implement processes
  • Ability to steer complex projects across multiple departments
  • Ability to thrive in a fast paced, dynamic environment
  • Time management and delegation skills
  • Technical experience in agile deployment processes; CI/CD development processes; SaaS/cloud environments; REST Web Services; Java/JavaScript (any programming experience accepted - hacker skill level); ITIL/MIM/NOC/Incident processes; and, Ops Monitoring processes
  • Ability to work independently with a high degree of integrity and accountability
  • Bachelor’s degree in IT or other related field

Stuff That Earns You Bonus Points

  • Project Management experience
  • Proficiency with customer service platforms and data analysis tools
  • Experience with ITSM tools like ServiceNow and Remedy

Conditions of employment

  • Agree to acceptable use policy
  • Background check

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