Dealer Spike LLC · 3 hours ago
Team Lead - Customer Success Team
United States
Full-time
Remote
Mid, Senior Level
3+ years expDealer Spike is a market-leading SaaS provider of digital retailing and marketing solutions for dealerships. They are seeking a Customer Success Team Lead to empower Account Managers in delivering exceptional client experiences and improving customer retention.
AdvertisingDigital MarketingInformation TechnologyWeb Design
Responsibilities
Provide hands-on coaching, feedback, and support to a team of SaaS Account Managers
Translate company and departmental goals into clear, actionable plans
Distribute work and manage team bandwidth across accounts and strategic initiatives
Conduct weekly 1:1s, performance check-ins, and ongoing development plans
Partner with leadership to recruit, onboard, and retain top customer success talent
Manage a small book of business to stay connected to customer needs and product usage
Serve as an escalation point for complex issues, working cross-functionally with Product, Engineering, and Support to deliver fast resolutions
Ensure proactive client touchpoints, QBRs, and health checks are consistently executed
Monitor customer health scores, adoption metrics, and feedback loops to identify risks and opportunities
Lead or contribute to internal initiatives focused on tooling, process improvement, and customer lifecycle management
Conduct call audits and review account health metrics to ensure quality and consistency
Collaborate on enablement and training efforts to keep the team informed and empowered
Deliver weekly reports summarizing escalations, trends, team KPIs, and upcoming priorities
Qualification
Required
3+ years in a customer success or account management role, with at least 1 year of people leadership in a SaaS environment
Experience managing escalated customer situations with a calm, solutions-oriented approach
Deep understanding of the SaaS customer journey, from onboarding through expansion and renewal
Strong communication and collaboration skills, with a history of cross-functional partnership
Familiarity with customer success platforms (e.g., Gainsight, ChurnZero), CRM tools (e.g., Salesforce, Dynamics), and analytics dashboards
Excellent organizational, time-management, and prioritization abilities
Preferred
Experience managing a remote or distributed team
Background in B2B SaaS or high-velocity sales environments
Exposure to product-led growth (PLG) or CS-led expansion strategies
Building customer health score frameworks or success playbooks
Benefits
Customer-obsessed culture – Every department prioritizes the customer experience
Growth-focused environment – We invest in training, mentorship, and advancement paths
Real impact – Your leadership directly influences retention, product adoption, and revenue
People-first values – We promote flexibility, transparency, and team collaboration
Innovative tech – You’ll work with cutting-edge tools and a modern SaaS stack
Company
Dealer Spike LLC
Dealer Spike is a world-wide digital advertising company focused on helping dealers increase sales and service profitability through online digital advertising and training.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2018-04-13Acquired
2016-01-01Series Unknown
2011-01-01Series Unknown
Recent News
2025-08-18
Company data provided by crunchbase