Team Lead, Customer Success Manager

About Aspire

Aspire.io is the world’s first word-of-mouth commerce platform that leverages your brand’s ambassadors, influencers, affiliates, customers, user-generated content, and social ads to accelerate marketing results across paid, owned, and earned channels. Since 2014, Aspire’s industry-leading software platform, combined with our award-winning Agency Services team, has served household names such as M&Ms, Keurig, Samsung, HelloFresh, Dyson, and many other high-growth ecommerce companies while paying out $100M to creators around the world.

The Role

We're seeking an experienced Team Lead, Customer Success Manager to join our team in a dual capacity: managing a high-value portfolio of enterprise accounts while providing leadership and coaching to our Sr. Customer Success Manager team. This role is ideal for a seasoned CSM professional ready to expand their impact through both direct account ownership and team development.

What You’ll Be Working On:

Portfolio Management

• Own and manage a portfolio of parent enterprise accounts valued between $800K and $1M, with renewals distributed across all four quarters
• Serve as the primary strategic advisor and trusted partner for your accounts, driving retention, satisfaction, and growth
• Identify and execute expansion opportunities within your portfolio
• Build strong, collaborative relationships with our Agency Services team to optimize outcomes for Hybrid accounts and identify opportunities to expand enterprise accounts into hybrid partnerships

Team Leadership & Development

• Coach and mentor a team of Customer Success Managers on account strategy, growth initiatives, and best practices
• Lead weekly account reviews to track progress toward key outcomes: retention, expansion, and attributable revenue generation
• Support CSMs through customer escalations, complex renewals, and strategic planning challenges
• Provide constructive feedback and performance insights to help team members continuously improve and succeed

Strategic Operations & Process Excellence

• Partner with leadership to identify and implement process improvements that enhance operational efficiency
• Optimize team workflows to drive customer retention and elevate the overall customer experience
• Document and champion scalable best practices across the Customer Success organization

Voice of the Customer

• Collaborate with the VP of Customer Success to synthesize customer feedback and communicate insights to Product, Sales, and other cross-functional teams
• Influence product roadmap and strategic direction based on customer needs and market trends

What We’re Looking For:

• 5+ years of experience in account management, sales, or customer success within a SaaS business managing renewals
• 1+ years of people management experience in account management, sales, or customer success
• Proven ability to drive retention and expansion through strong commercial acumen and strategic account planning
• Demonstrated track record managing enterprise accounts in a B2B SaaS environment
• Experience coaching or mentoring Customer Success team members with demonstrated ability to elevate team performance
• Strong business acumen with the ability to identify growth opportunities and drive revenue outcomes
• Excellent relationship-building skills with both customers and internal stakeholders
• Strategic thinker who can balance hands-on account management with team leadership responsibilities
• Collaborative partner who thrives in cross-functional environments
• Process-oriented with a passion for operational excellence and continuous improvement

Preferred Qualifications

• Experience working in marketing technology and/or influencer, affiliate, or performance marketing
• Experience selling or expanding services into professional services or agency business models

Why This Role Is Unique

This position offers a rare opportunity to maintain direct customer impact while growing your leadership capabilities. You'll manage meaningful enterprise relationships while shaping the success of your teammates—perfect for a high-performing CSM ready to expand their sphere of influence without stepping away from customer-facing work entirely.

Benefits & Perks

• Comprehensive Benefits – Full health, dental, and vision insurance to keep you covered.
• Remote Work Flexibility – Thri