Customer Success Team Lead

We are seeking a Customer Success Manager Team Lead to oversee and guide a team of customer success managers while managing relationships and ensuring the success of a portfolio of customers in the EMEA region. In this leadership role, you will combine hands-on account management with strategic leadership to drive your team’s success and elevate the overall customer experience.

Earnix is transforming the way insurers and banks deliver personalized value to their customers. By offering solutions that align fully with corporate business goals, we enable rapid ROI and enterprise-wide impact. Since 2001, Earnix has been at the forefront of innovation in financial services, with a global presence spanning the Americas, Europe, Asia Pacific, and Israel.

What you\’ll do:

• Lead a team of Customer Success Managers to ensure customer satisfaction and success across a portfolio of EMEA-based clients.
• Serve as the senior customer advocate within the organization, ensuring that customer needs and concerns are clearly communicated and addressed.
• Oversee the resolution of your customer issues (e.g., product bugs, feature requests, invoices, and renewals) to maintain a high level of customer satisfaction.
• Be accountable for driving customer retention, working to reduce churn, and identifying opportunities for expansion.
• Set clear goals and expectations for the team, track performance, and regularly review customer engagement and satisfaction metrics.
• Collaborate with the sales team to drive revenue growth, identify up-sell opportunities, and facilitate the up-sell process.
• Ensure the team maintains up-to-date, accurate records of customer interactions and activity in the CRM system.
• Build and nurture strong relationships with key internal and external stakeholders, ensuring smooth communication and alignment with customer needs.
• Track, report, and communicate team progress on key performance indicators and customer success goals.

You\’ll do it using:

• 10+ years of experience in Customer Success Management, with at least 5 years in a leadership or team lead role, ideally in a global SaaS organization.
• Experience managing enterprise customers, especially in the Insurance sector is a must.
• Proven leadership experience, with the ability to coach, guide, and support a team of Customer Success Managers.
• Strong ability to communicate, influence, and build relationships at all levels, including C-suite executives.
• EMEA-wide experience, with the ability to manage diverse teams and sector work effectively across multiple regions in the EMEA market.
• Ability to prioritize and manage multiple projects simultaneously, while maintaining close attention to detail.
• Willingness to travel as needed across the EMEA region to support customer relationships and team objectives.
• Strong interpersonal skills with a collaborative and proactive mindset.

You\’ll excel by:

• Leading by example and fostering a customer-first culture within the team.
• Building and maintaining strong, trust-based relationships with customers and team members alike.
• Balancing strategic thinking with practical, hands-on leadership to drive both customer and team success.
• Demonstrating creativity and adaptability in addressing customer challenges and business needs.