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CSM Team Lead

Switchboard
Posted 4 hours ago
United StatesHybrid$120K–$140KCustomer Support
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Description

Switchboard is seeking a Customer Success Manager - Team Lead on behalf of our client, Yooz. This is a player/coach role: you'll own a book of your own accounts while also leading a team of CSMs focused on our smaller-revenue accounts. We're looking for a relationship-driven leader who's comfortable both as a trusted advisor to finance leaders and as a hands-on coach building CSM motions.

About Yooz

Yooz is redefining Lean Financial Operations automation. They're a global leader in cloud-based AP and purchase-to-pay automation, trusted by 600,000+ users across 50+ countries to eliminate waste, accelerate growth, and defeat fraud with industry-leading native AI. Great Place To Work Certified, Yooz puts people first with a culture built on integrity, excellence, and obsessive customer focus.

Responsibilities

  • Lead and coach a team of CSMs responsible for Yooz's smaller-revenue accounts, reporting to the Head of CSM NORAM

  • Own a personal book of customer accounts post-implementation, serving as the primary point of contact and trusted advisor throughout the customer lifecycle

  • Drive product adoption and engagement across the team's portfolio, ensuring customers realize measurable ROI from the Yooz platform

  • Proactively monitor account health across the team's book, identify churn risk, and develop mitigation strategies before issues escalate

  • Own renewals and expansion/upsell within your team's accounts end-to-end — full account management ownership, not a hand-off to Sales

  • Build and refine CSM playbooks suited to a fast-growing SaaS/automation environment

  • Collaborate with the customer marketing function on programs that support retention and expansion

  • Serve as the voice of the customer internally — relaying feedback to Product, Support, and Marketing to influence roadmap and messaging

  • Maintain accurate account records, health scores, and customer notes in the CRM/CS platform for your team

Requirements

  • 3+ years of experience as a Customer Success Manager in a B2B SaaS environment; prior experience leading or mentoring other CSMs strongly preferred

  • Proven track record of owning renewals, driving product adoption, and closing expansion/upsell within accounts — not reliant on a Sales handoff

  • Familiarity with CSM playbooks for fast-growing SaaS companies (automation/scaled-CS motions)

  • Strong business acumen with the ability to speak credibly to finance stakeholders about ROI and operational impact

  • Excellent communication and relationship-building skills — equally comfortable in a day-to-day check-in and an executive business review

  • Organized and proactive, with the ability to manage a full portfolio of accounts (plus a team) without letting anything slip

  • Experience with AP automation, fintech, or accounting/finance workflows is a plus but not required

Details

  • Location: Dallas metro area (3 days in office)

  • Benefits: Comprehensive health coverage, 401(k) match, generous PTO, remote flexibility

US work authorization required. Sponsorship not available.

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