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What you'll do:
- Lead and inspire the Customer Success team, setting clear goals and metrics;
- Transform the team from reactive support to proactive Customer Success;
- Build and refine playbooks, processes and health frameworks to scale CS impact;
- Mentor and develop team members, fostering accountability and growth;
- Manage a portfolio of key customer accounts (onboarding, QBRs, strategic check-ins);
- Act as an escalation point for complex customer issues;
- Drive adoption, retention and expansion across assigned accounts;
- Collaborate with Product, Development and Marketing teams to align on customer needs and insights;
- Track and analyze key metrics (churn, NRR, adoption, CSAT) to identify risks and opportunities;
- Provide feedback to improve onboarding flows, documentation and self-service resources;
- Report directly to the CEO and collaborate closely on client-focused initiatives and challenges.
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What we expect:
- B2B SaaS background: 4–5+ years of experience in Customer Success, Account Management or Hybrid Client Services within a SaaS company, preferably in marketing/affiliate/partner tech;
- Leadership experience: proven track record of leading or mentoring a small-to-mid size CS team (2–8 people). Ability to coach, set priorities and build scalable processes. Sometimes from scratch;
- Customer lifecycle management: experience in guiding customers through onboarding, adoption, retention and expansion stages;
- Process building: experience creating playbooks, health score frameworks and churn-reduction strategies in a SaaS environment;
- Data-driven approach: skilled in using metrics (churn, NRR, CSAT, health Score) to evaluate team and customer performance, with experience using CRM/CS tools (HubSpot, Churnzero, Zendesk, Intercom or similar);
- Strategic account management: experience managing mid-market accounts, building relationships with senior stakeholders;
- Cross-functional collaboration: Enjoying working closely with Product, Sales, Development and Marketing teams to bring customer insights and influence roadmap decisions;
- International/remote environment: Comfort working remotely, with global customers (EU time zones).
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We offer:
- Work in the international company;
- Hybrid working format (office/home office);
- Corporate education — courses and trainings;
- Voluntary health insurance after probation period;
- We promote healthy lifestyle and encourage employees by special fitness reimbursement policy;
- Effective onboarding program for a better start;
- Corporate events and team buildings.
Customer Success Team Lead (English)
Tapfiliate is a cloud-based affiliate and referral marketing software that lets businesses quickly set up affiliate programs, build partnerships, manage campaigns and increase profit through partner marketing. We are looking for a Customer Success Team Lead to transform and manage our current team.