ABOUT TRIBUTE TECHNOLOGY:

At Tribute Technology, we make end-of-life celebrations memorable, meaningful, and effortless through thoughtful and innovative technology solutions. Our mission is to help communities worldwide celebrate life and pay tribute to those we love. We are transforming the funeral experience through industry-leading technology that provides personalization for families, as well as efficiency and profitability for funeral homes and obituary hosting services. Our comprehensive platform brings together software and technology to provide a fully integrated experience for all users. Tribute is a unique new model that brings the stability of B2B software PLUS the explosive growth and valuation of eCommerce.  We are the market leader in the US and Canada, with global expansion plans and a growing international team of more than 300 individuals in the US, Canada, Philippines, Ukraine, and India.

ABOUT YOU:

We are looking for a Customer Success Team Lead who thrives in a high-velocity, digital-first environment. This is a player-coach position: you will carry your own book of business while mentoring and guiding a team of Customer Success Managers. You will be accountable for retention and expansion outcomes across a portfolio of accounts, leveraging data-driven frameworks, digital CS motions, and CS technology to drive results at scale.

This role is ideal for someone who has led or played a significant leadership role in a CS team, is comfortable operating with a high volume of accounts, and knows how to balance hands-on customer engagement with team coaching, process building, and strategic thinking.

WHAT YOU'LL DO:

• Hands-On Business Leadership
  
  • Develop a deep understanding of our customers and what drives their success; build scalable processes, playbooks, and automations to deliver consistent value. 
  • Own territory planning for CSMs, balancing current priorities with a forward-looking view of business and talent needs. 
  • Establish a strong operating cadence that keeps the team focused on top customer priorities and surfaces risks early. 

• People Management 
  
  • Attract, develop, and empower top talent; provide clear feedback, coaching, and growth plans to build a high-performance team. 
  • Drive productivity by embedding automation and scalable practices that allow the team to focus on high-value customer outcomes. 

• Stakeholder Partnership 
  • Build trusted partnerships with Sales, Product, and Support to ensure Customer Success is aligned across the business. 
  • Serve as the voice of the customer internally, advocating for customer needs and helping remove obstacles. 
  • Navigate complex and sometimes challenging conversations with clarity, empathy, and accountability. 

• Operational Excellence 
  
  • Establish predictable operating rhythms that provide visibility into onboarding, value realization, renewals, and customer risk. 
  • Use data to identify trends, drive insights, and continuously raise the bar on individual and team performance. 

• 5+ years of experience in Customer Success or Account Management within Enterprise SaaS business
• Prior experience as an individual contributor, with proven success in retention and expansion
• Experience leading a CS or Account Management team in a scaled or digital-led engagement model
• Strong coaching and people management skills in structured, playbook-driven environments
• Commercially minded, with the ability to coach teams on value storytelling and expansion opportunities
• Data-driven and operationally strong, with a keen eye for process improvement
• Exceptional communication and executive presence
• Experience with CS platforms and automation tools (e.g., Gainsight, ChurnZero); implementation experience is a plus
• Bachelor’s degree required; MBA or advanced degree is a plus