Team Lead Scalable Customer Success

Join Our Team as Team Lead for Scalable Customer Success at Simployer!

At Simployer, we build HR technology created by experts to strengthen the entire employee journey. We are now looking for a Team Lead for Scalable Customer Success who will take ownership of our scalable CS motion and help us move from reactive support to truly proactive, data- and AI-driven customer engagement.
This role is about building structure, leveraging automation and insights, and leading a high-performing team that consistently drives adoption, retention, and long-term customer value. You will lead a team of CSMs and work closely with Customer Leadership, Sales, Product, and Customer Care to elevate how we serve and grow our customers – at scale.
You are a modern CS leader with hands-on experience in automation, health-scoring, product usage signals, and AI-supported workflows, and you thrive in building low-touch/tech-touch customer journeys with high impact

Ready to Lead Customer Success at Scale?

If you’re excited about transforming CS into a proactive, insight-driven growth engine — and doing it with people who love to learn, lead and deliver — we’d love to hear from you. We know the perfect fit might not tick every box; if you think you can contribute, let’s talk.

What You Will Do:

• Own and execute our scalable CS strategy: Translate strategy into operational programs, workflows, tools, and automation. Drive the transition from reactive support to proactive, health-score- and usage-driven engagement.
• Drive adoption, retention and expansion: Ensure high product adoption and engagement across your customer segments. Partner closely with Sales and Customer Care to surface retention and expansion opportunities.
• Lead with data, AI and automation: Use product data, customer insights, automation and AI to identify risks and opportunities early, and turn them into scalable actions across the customer lifecycle.
• Strengthen performance through metrics: Contribute directly to improvements in NRR, gross retention, CSAT/NPS, and time-to-value. Continuously refine our customer health-scoring model and leading indicators.
• Build scalable operations: Develop playbooks, processes, and tooling that reduce firefighting and increase consistency and efficiency. Ensure strong collaboration across CS, CC, PS and Product.
  Lead, develop and inspire your teamBuild a high-performing team culture with clear expectations, strong accountability, continuous learning, and proactive customer leadership.

You’ll Thrive in This Role if You Have

• Proven experience leading scalable Customer Success in B2B SaaS
• Strong track record of driving retention, expansion, and customer satisfaction
• Hands-on experience with automation, lifecycle programs, health scoring, and usage-based engagement
• Solid understanding of AI and how it can be applied to Customer Success, automation, insights and prioritization
• Strong people leadership experience with a clear ability to develop, motivate and scale teams
• Deep understanding of SaaS metrics and customer lifecycle
• Excellent communication and stakeholder management skills
• Experience from an international SaaS environment is a strong plus
• Comfortable balancing strategic leadership with hands-on execution

What We Value

At Simployer, leadership is about impact – on people, customers and results. We value leaders who:

• Own outcomes across adoption, retention and customer value
• Balance people and performance, building strong culture and strong results
• Use data, AI and insights to drive decisions and scalable action
• Think end-to-end across the customer journey and break down silos
• Drive proactive change, not reactive firefighting
• Build trust with customers and colleagues
• Share our passion for HR tech and people development

Tools & Environment

• Operational experience with CS and Customer tools like Planhat, Gainsight, Hubspot, Freshdesk, Intercom, Salesforce or similar.
• Experience using data and AI to automate or improve Customer Success (or other business processes)

Message from the our CCO:

"This role offers a unique opportunity for personal and professional growth, with a direct impact on the value our customers get from Simployer, their end-to-end experience, and the future direction of Simployer."

Why Join Simployer?

By joining Simployer, you’ll be part of a dynamic, inclusive, and innovative workplace. You’ll h