Customer Success Manager Team Lead, North America

Join TRG Screen: Building World-Class Teams. One Expert at a Time.

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At TRG Screen, we're not just redefining how organizations manage their subscription expenses – we're shaping the future of the industry. With cutting-edge solutions and a commitment to excellence, we empower businesses around the globe to optimize their subscription investments and drive sustainable growth.

Join us in our mission to revolutionize subscription management and make a meaningful impact on the way businesses access and utilize critical information. At TRG Screen, your talent and ambition will find a home, where opportunities for growth and advancement abound.

About TRG Screen

TRG Screen is the leading provider of market data and subscription management technology and automation solutions, tailored to the unique needs of financial institutions and legal firms. Our integrated suite of solutions includes market data and subscription spend management, usage management, compliance reporting, and comprehensive managed services, which hundreds of clients worldwide use to remove cumbersome and inaccurate manual processes and gain control over market data and subscription costs at scale. For more than 25 years, TRG Screen has enabled businesses who rely on market data to monitor and strategically manage spending and usage of data and information services, including market data, research, software licenses, consulting and other necessary corporate expenses. TRG Screen solutions give decisionmakers full transparency into subscription spend and usage, enabling them to proactively manage subscription costs at scale, conduct more informed vendor negotiations, improve governance, and avoid unnecessary spending on these mission-critical business services. TRG Screen is headquartered in New York City, with offices in Europe and Asia, as well as a 24x7 client support center in Bangalore, India.

TRG Screen is a portfolio company of Vista Equity Partners, one of the world’s largest and most respected private equity firms.

Customer Success Manager Team Lead – North America

Job Overview: 

As a Team Lead Customer Success Manager at TRG Screen, you will be leading a team of Customer Success Managers in their work to drive optimal customer impact. In this role, you will be responsible for guiding team members to deliver exceptional customer experiences, foster retention, and drive revenue growth. As a leadership representative in the Customer Organization, you will help execute strategies and vision while coaching, mentoring, and developing your team to become trusted advisors to TRG Screen customers. Additionally, you will collaborate with Customer-facing functions (Sales, Professional Services, and Managed Services teams), as well as cross-functional teams (Product, Marketing, Development) to ensure accountability to our team metrics, customer outcomes, and overall TRG business impact. You will also play a critical role in shaping and executing strategies, supporting customer escalations, leading key transformation initiatives, and advocating for customer needs across the organization.  

About the Customer Success Team: 

Our Customer Success Team is dedicated to ensuring clients achieve their goals while maximizing the value of our platform. We pride ourselves on creativity, collaboration, and delivering exceptional results. Team members regularly share ideas, celebrate successes, and support one another to drive outcomes for both clients and the company.

 Mission: 

• Lead and Inspire: Provide day-to-day leadership for Customer Success team members, fostering a high-performing, customer-first culture. 
• Strategize for Success: Develop and implement scalable customer engagement strategies, ensuring adoption, retention, and growth. 
• Advocate for Customers: Amplify the voice of customers by sharing insights and recommendations with internal teams to improve products and services. 
• Measure Impact: Monitor team performance and account health metrics, ensuring alignment with company goals and customer satisfaction benchmarks. 

Key Responsibilities:  

• Take ownership of a US-portfolio.
• Co-lead transformational Customer Success work, in partnership with senior leadership within the department.
• Serve as primary escalation point for mid-market customers and serve as a key stakeholder in progressing priority team initiatives and projects to optimize the state of our team and customer landscape.
• Join all forecasting sessions in the US, and serve as a mentor on negotiations
• Partner with senior team members, to drive accountability at the CSM level on renewal res