Customer Success Manager Team Lead
About the job
- At least 3 years of experience as a Customer Success Manager in a B2B software-as-a-service environment.
- A proven track record of owning renewals, driving product adoption, and closing account expansions or upsells without relying on a sales handoff.
- Familiarity with customer success playbooks for fast-growing software-as-a-service companies, including automation or scaled customer-success motions.
- Business acumen to discuss return on investment and operational impact credibly with finance stakeholders.
- Ability to manage a full portfolio of customer accounts alongside a team.
- U.S. work authorization is required.
- Lead and coach a team of Customer Success Managers responsible for smaller-revenue accounts, reporting to the Head of CSM NORAM.
- Own a personal book of customer accounts after 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 return on investment from the platform.
- Monitor account health across the team's book, identify churn risk, and develop mitigation strategies before issues escalate.
- Own renewals and expansion or upselling within the team's accounts end-to-end, without handing the process off to Sales.
- Build and refine customer success playbooks suited to a fast-growing software-as-a-service and automation environment.
- Collaborate with customer marketing on programs that support retention and expansion.
- Relay customer feedback to Product, Support, and Marketing to influence the roadmap and messaging.
- Maintain accurate account records, health scores, and customer notes in the team's customer relationship management and customer success platform.
- Prior experience leading or mentoring other Customer Success Managers.
- Experience with accounts payable automation, financial technology, or accounting and finance workflows.
About the company
Switchboard is a recruiting company providing embedded hiring support. The company helps growing teams define roles, source and assess candidates, manage interviews, and move searches through signed offer. It serves startups and other companies that need senior recruiting capacity without building a full internal team. Its operating model centers on recruiters work closely with client teams across a structured, flat-fee search process. Teams work across recruiting, talent research, candidate experience, client advisory, operations, and business development.
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Company Stage
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Total Funding
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Headquarters
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Simplify's Take
What believers are saying
- Switchboard closed an oversubscribed $5M-plus round on August 25, 2026.
- Routed patient volume jumped 500% over nine months, according to August 2026 coverage.
- New investors First Trust Capital Partners and Route 66 Ventures fund expansion and credibility.
What critics are saying
- The August 2026 Livara integration stretches a 1-10 person company into clinical operations.
- Competing platforms like Lumeon, Healthify, and PatientPing attack the same care-coordination budget.
- A single payer or ACO contract loss destroys growth after the $5M August 2026 raise.
What makes Switchboard unique
- August 2026 Livara acquisition adds virtual MSK care to Switchboard Health's referral platform.
- Switchboard embeds specialty referrals directly inside EHRs, removing fax-based care navigation.
- Microsoft's February 2026 Rural Health AI Lab winner status validates its referral-routing workflow.
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Benefits
Health Insurance
401(k) Company Match
Paid Vacation
Flexible Work Hours
Training Programs
Professional Development Budget
Remote Work Options