Customer Success Advocate Team Lead

4 weeks ago
Full-time
Senior
Customer and Technical Support
Comparably

Comparably

Comparably is a platform that provides accurate and comprehensive compensation and culture data to help professionals understand their true value and needs in the workplace. They specialize in software development.

Internet Software & Services
51-250
Founded 2015
$14M raised

Description

  • Lead, coach, and support a team of Associate Customer Success Advocates across a large long-tail customer portfolio.
  • Provide ongoing feedback and performance coaching using AI-assisted analysis of calls, emails, and outreach.
  • Partner with Global Customer Success leadership on hiring, onboarding, training, and performance evaluations.
  • Manage a personal portfolio of customers and model best practices for scaled engagement and renewal readiness.
  • Support renewals, commercial conversations, and identification of expansion or upsell opportunities.
  • Monitor subscription mechanics, renewal timelines, churn risk, and contraction signals, and escalate risks with recommendations.
  • Use data and governed AI to synthesize adoption trends, customer health signals, and team activity into actionable insights.
  • Track and report KPIs related to engagement, renewals, pipeline contribution, and program effectiveness.
  • Serve as a senior escalation point for internal teams including Technical Support, Solutions, and Product.
  • Communicate customer feedback and long-tail segment trends to internal stakeholders and leadership.

Requirements

  • 7+ years of experience in Customer Success, Account Management, or a related SaaS role.
  • Prior leadership or team-lead experience is preferred.
  • Proven experience supporting renewals and commercial workflows in a subscription business.
  • Strong analytical mindset with the ability to use data to tell a story and influence behavior.
  • Excellent organizational skills with the ability to juggle competing priorities.
  • Exceptional written and verbal communication skills for engaging individual contributors and senior leaders.
  • Familiarity with CS tooling such as Salesforce (SFDC), Gong, and reporting dashboards.
  • Experience in SaaS, Martech, CMS, or digital experience platforms is a strong plus.
  • Experience with AI-assisted or governed AI tools is implied as part of the role's operating model.
  • Ability to work the 9PM to 6AM shift and work remotely from home.

Benefits

  • Remote / work-from-home arrangement.
  • Interesting, challenging work with opportunities to learn and grow.
  • Exposure to prestigious global brands and high-visibility customer accounts.
  • A distributed, connected team culture with community and volunteer opportunities.
  • A voice in the business with regular updates and limited hierarchy.

Interested in this position?

Apply directly on the company website

Apply Now

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