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Forerunner · 11 hours ago

Customer Success Team Lead

New York, NY

Full-time

Hybrid

Senior Level, Lead/Staff

$130K/yr - $150K/yr

8+ years exp

Forerunner is a company that builds modern software to help local governments manage risk and strengthen resilience. The Customer Success Team Lead will manage a team of senior Customer Success Managers overseeing enterprise accounts, driving customer health and expansion while ensuring that measurable value is delivered to government partners.

Software

Responsibilities

Lead and manage a team of senior CSMs responsible for Forerunner's most strategic accounts

Drive team performance toward ARR retention and customer health targets

Conduct regular 1:1s to review progress, identify development opportunities, and proactively manage performance

Own reporting and forecasting for renewal, expansion, and health metrics

Build a culture of accountability, growth, and shared success

Provide consistent coaching, mentoring, and career development opportunities for your team

Partner with CSMs, RevOps, Product, and Marketing to improve playbooks, enablement, onboarding, and ongoing education

Support hiring, onboarding, and training of new CSMs

Maintain a small portfolio of strategic accounts to stay connected to customer needs and inform strategy

Partner with Sales and Product to ensure strong alignment from pre-sale through renewal

Collaborate with Marketing and Product to surface customer stories, feedback, and insights that shape the roadmap

Monitor customer health, identify risks or opportunities, and take proactive steps to ensure long-term success

Qualification

Customer Success ManagementSaaS ExperienceTeam LeadershipData AnalysisARR Metrics UnderstandingCoachingCommunication SkillsInterpersonal SkillsMentoring