Department: Customer Success

Reporting Manager: Head of Customer Success

About RemotePass

We are a UAE-based startup, working remotely from all over the world. Our team is diversified and spread
across 10+ different countries. We have the ambition to become a leading remote work enabler that simplifies the access to world class talents. We believe that anyone should be able to work anytime, anywhere.
We are Backed by world class regional & international investors; 212VC, BECO Capital, Wamda Capital, Khawarizmi VC, Wealth Well and Plug & Play.
Role Overview

As we expand, we are seeking a talented Customer Success Team Lead to support and elevate our team of Customer Success Managers (CSMs). This role is pivotal in ensuring CSMs deliver measurable value to our clients, maximize product adoption, and maintain excellent account health. As a CSM Team Lead, you will be responsible for driving performance, supporting team development, and ensuring alignment with key business objectives across growth, retention, and operational success.
Responsibilities





Team Leadership & Performance Management

Working alongside the Head of Customer Success, you will get to lead, coach, and support a team of Customer Success Managers to meet performance and growth targets.
Define team priorities and processes to ensure clients receive proactive, timely and strategic support.
Run regular 1:1s, feedback sessions to track individual performance.
Revenue Growth & Product Adoption

Monitor and support the execution of client expansion strategies.
Help the team identify revenue opportunities and ensure consistent delivery against revenue targets.
Track and report key performance metrics.
Client Retention & Account Health

Oversee the portfolio health of accounts managed by CSMs and support in planning risk mitigation strategies.
Support team to achieve targets for logo churn and revenue retention.
Create frameworks to help the team proactively address pain points before they elevate.
Process

📌 Customer Success Team Lead (Madrid)
🏢 RemotePass
📍 Madrid