CSM Team Lead
Description
Switchboard is seeking a Customer Success Manager - Team Lead on behalf of our client, Yooz. This is a player/coach role: you'll own a book of your own accounts while also leading a team of CSMs focused on our smaller-revenue accounts. We're looking for a relationship-driven leader who's comfortable both as a trusted advisor to finance leaders and as a hands-on coach building CSM motions.
About Yooz
Yooz is redefining Lean Financial Operations automation. They're a global leader in cloud-based AP and purchase-to-pay automation, trusted by 600,000+ users across 50+ countries to eliminate waste, accelerate growth, and defeat fraud with industry-leading native AI. Great Place To Work Certified, Yooz puts people first with a culture built on integrity, excellence, and obsessive customer focus.
Responsibilities
Lead and coach a team of CSMs responsible for Yooz's smaller-revenue accounts, reporting to the Head of CSM NORAM
Own a personal book of customer accounts post-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 ROI from the Yooz platform
Proactively monitor account health across the team's book, identify churn risk, and develop mitigation strategies before issues escalate
Own renewals and expansion/upsell within your team's accounts end-to-end — full account management ownership, not a hand-off to Sales
Build and refine CSM playbooks suited to a fast-growing SaaS/automation environment
Collaborate with the customer marketing function on programs that support retention and expansion
Serve as the voice of the customer internally — relaying feedback to Product, Support, and Marketing to influence roadmap and messaging
Maintain accurate account records, health scores, and customer notes in the CRM/CS platform for your team
Requirements
3+ years of experience as a Customer Success Manager in a B2B SaaS environment; prior experience leading or mentoring other CSMs strongly preferred
Proven track record of owning renewals, driving product adoption, and closing expansion/upsell within accounts — not reliant on a Sales handoff
Familiarity with CSM playbooks for fast-growing SaaS companies (automation/scaled-CS motions)
Strong business acumen with the ability to speak credibly to finance stakeholders about ROI and operational impact
Excellent communication and relationship-building skills — equally comfortable in a day-to-day check-in and an executive business review
Organized and proactive, with the ability to manage a full portfolio of accounts (plus a team) without letting anything slip
Experience with AP automation, fintech, or accounting/finance workflows is a plus but not required
Details
Location: Dallas metro area (3 days in office)
Benefits: Comprehensive health coverage, 401(k) match, generous PTO, remote flexibility
US work authorization required. Sponsorship not available.