Team Lead - Customer Success
About Us
Qualio is on a mission to empower life science teams to launch and scale life-saving products. We’re doing that by building a connected and integrated quality management platform for the entire life science ecosystem. Qualio is trusted by 100s of highly regulated international customers, ranging from the bleeding edge of computational biology and machine learning to household names in mRNA vaccine development.
The Qualio team is all-remote, and currently distributed across North America, Europe and Australia.
What’s the opportunity?
The Customer Success Team Lead is a player/coach role responsible for driving customer retention and growth through both direct account management and team leadership. You will supervise a team of 3-5 Customer Success team members while personally managing a portfolio of accounts. Your dual focus will be on delivering exceptional customer outcomes in your own accounts while coaching and developing your team members to achieve their goals.
What will I be doing?
Portfolio Management (60%): Personally manage a portfolio of strategic customer accounts, driving retention, expansion, and advocacy through proactive engagement and relationship building
Team Leadership (40%): Supervise and coach 3-5 Customer Success team members, providing guidance on account strategies, process execution, and professional development
Monitor customer health across both your personal portfolio and team accounts, identifying and addressing early churn signals through direct intervention and team coordination
Provide escalation support for complex customer situations within your team's accounts and coordinate with senior leadership when needed
Coach team members on customer lifecycle management, engagement approaches, and best practices while implementing feedback from senior management
Collaborate with Sales, Product, and Support teams to ensure seamless customer experiences and communicate customer feedback up the organization
Use customer data and insights to optimize engagement strategies for both your accounts and guide your team's approach to their portfolios
Support onboarding and development of new CS team members through mentoring, shadowing, and hands-on coaching; participating in hiring, performance management and formal development plans
What skills do I need?
Customer Success experience. A minimum of 5 years of customer success or account management experience
Customer Success expertise. Proven track record managing customer accounts with demonstrated results in retention and expansion
Coaching abilities. Strong mentoring and coaching skills with experience developing other Customer Success professionals
Account management. Skilled at managing complex customer relationships and driving business outcomes through strategic engagement
Process execution. Comfortable implementing established processes and using data to track performance and guide decisions
Communication skills. Excellent written and verbal communication skills, especially for coaching conversations and customer interactions
Cross-functional collaboration. Ability to work effectively with Sales, Product, and Support teams while representing team needs
Adaptability. Comfortable balancing individual contributor and supervisory responsibilities in a fast-paced environment
Problem-solving. Strong analytical skills and ability to develop creative solutions for both customer challenges and team development needs
We’d also like you to have:
Experience managing people and/or leading teams
Experience supporting recurring services offerings with demonstrated impact on revenue and customer satisfaction
Experience in quality, healthcare or life sciences industries
Familiarity with the following regulations: ISO-9001, ISO-27001, ISO-27701, ISO-13485
Benefits
Competitive salary
Matching 401k
Medical, Dental, and Vision Benefits
Dependent & Health FSA, Short/Long Term Disability, Basic & Voluntary Life Insurance
Unlimited PTO policy
Company allowance for home office supplies
12 weeks paid parental leave
Opportunity to make a difference through helping life-saving products get to market
A note to candidates:
Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every single one of the qualifications as described in a job description. We are committed to building a diverse and inclusive company and we are most interested in finding the BEST candidate for the job. That candidate may be one who comes from a less traditional background, and that’s okay. We would strongly encourage you to apply, even if you don't believe you meet every one of the qualifications described.
About the job
Apply for this position
Team Lead - Customer Success
About Us
Qualio is on a mission to empower life science teams to launch and scale life-saving products. We’re doing that by building a connected and integrated quality management platform for the entire life science ecosystem. Qualio is trusted by 100s of highly regulated international customers, ranging from the bleeding edge of computational biology and machine learning to household names in mRNA vaccine development.
The Qualio team is all-remote, and currently distributed across North America, Europe and Australia.
What’s the opportunity?
The Customer Success Team Lead is a player/coach role responsible for driving customer retention and growth through both direct account management and team leadership. You will supervise a team of 3-5 Customer Success team members while personally managing a portfolio of accounts. Your dual focus will be on delivering exceptional customer outcomes in your own accounts while coaching and developing your team members to achieve their goals.
What will I be doing?
Portfolio Management (60%): Personally manage a portfolio of strategic customer accounts, driving retention, expansion, and advocacy through proactive engagement and relationship building
Team Leadership (40%): Supervise and coach 3-5 Customer Success team members, providing guidance on account strategies, process execution, and professional development
Monitor customer health across both your personal portfolio and team accounts, identifying and addressing early churn signals through direct intervention and team coordination
Provide escalation support for complex customer situations within your team's accounts and coordinate with senior leadership when needed
Coach team members on customer lifecycle management, engagement approaches, and best practices while implementing feedback from senior management
Collaborate with Sales, Product, and Support teams to ensure seamless customer experiences and communicate customer feedback up the organization
Use customer data and insights to optimize engagement strategies for both your accounts and guide your team's approach to their portfolios
Support onboarding and development of new CS team members through mentoring, shadowing, and hands-on coaching; participating in hiring, performance management and formal development plans
What skills do I need?
Customer Success experience. A minimum of 5 years of customer success or account management experience
Customer Success expertise. Proven track record managing customer accounts with demonstrated results in retention and expansion
Coaching abilities. Strong mentoring and coaching skills with experience developing other Customer Success professionals
Account management. Skilled at managing complex customer relationships and driving business outcomes through strategic engagement
Process execution. Comfortable implementing established processes and using data to track performance and guide decisions
Communication skills. Excellent written and verbal communication skills, especially for coaching conversations and customer interactions
Cross-functional collaboration. Ability to work effectively with Sales, Product, and Support teams while representing team needs
Adaptability. Comfortable balancing individual contributor and supervisory responsibilities in a fast-paced environment
Problem-solving. Strong analytical skills and ability to develop creative solutions for both customer challenges and team development needs
We’d also like you to have:
Experience managing people and/or leading teams
Experience supporting recurring services offerings with demonstrated impact on revenue and customer satisfaction
Experience in quality, healthcare or life sciences industries
Familiarity with the following regulations: ISO-9001, ISO-27001, ISO-27701, ISO-13485
Benefits
Competitive salary
Matching 401k
Medical, Dental, and Vision Benefits
Dependent & Health FSA, Short/Long Term Disability, Basic & Voluntary Life Insurance
Unlimited PTO policy
Company allowance for home office supplies
12 weeks paid parental leave
Opportunity to make a difference through helping life-saving products get to market
A note to candidates:
Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every single one of the qualifications as described in a job description. We are committed to building a diverse and inclusive company and we are most interested in finding the BEST candidate for the job. That candidate may be one who comes from a less traditional background, and that’s okay. We would strongly encourage you to apply, even if you don't believe you meet every one of the qualifications described.