Team Lead, Customer Success Manager Full Time

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