About the Role:
Grade Level (for internal use):
11 About M&A Deals
M&A Deals is the premier deal origination and market mapping platform built specifically for private markets.
The platform combines the trusted transaction data from SPS, the proprietary forward-looking M&A intelligence from The Deal, and With Intelligence’s award-winning fund-level data into one integrated solution. Together, these datasets empower clients to identify proprietary opportunities, make more informed investment decisions, and uncover gaps in their market coverage.
As M&A Deals continues to grow, we are looking for an experienced Customer Success Team Lead to build and develop a high-performing Customer Success team that delivers an exceptional client experience.
The Role
This is a people leadership role responsible for leading the M&A Deals Customer Success team. You will be responsible for coaching, mentoring and developing Customer Success Managers while establishing the processes, standards and operational excellence needed to deliver best-in-class customer service. You will work closely with Product, Sales, Marketing and Account Management to ensure customers achieve maximum value from M&A Deals while driving adoption, retention and customer satisfaction. This is an ideal opportunity for someone who enjoys developing people, improving processes and creating scalable customer success programmes in a fast-paced, growing business.
Team Leadership
Lead, coach and develop a team of Customer Success Managers.
Conduct regular 1:1s focused on performance, development and career progression.
Run regular team meetings and training sessions to share best practices, product updates and Customer Success standards.
Provide structured coaching through call listening, customer meeting reviews and ongoing feedback. Support onboarding and continuous training of new team members.
Lead recruitment activities, including interviewing and hiring new Customer Success team members as the team grows.
Customer Success Operations
Design and implement scalable Customer Success processes and best practices.
Create playbooks, email templates, outreach sequences and customer communications.
Standardize onboarding, engagement, renewal and risk management processes.
Continuously identify opportunities to improve efficiency across the team.
Performance Management
Own the team's KPIs, ensuring targets are met across customer engagement, product adoption, retention, GRR, NRR and renewals.
Calculate and manage monthly commission and incentive payments for Customer Success team members.
Monitor individual and team performance through dashboards and CRM reporting, identifying trends, risks and coaching opportunities.
Review dashboards and performance metrics to provide regular updates and insights to senior management.
Ensure consistent CRM hygiene and adherence to Customer Success processes across the team.
Drive accountability through regular performance reviews and objective setting.
Customer Experience
Drive best-in-class customer service standards across every customer interaction.
Support the team with escalations and complex customer situations.
Ensure proactive engagement strategies are in place to maximize product adoption and customer value.
Work closely with Product teams to capture customer feedback and prioritize enhancement requests.
What We're Looking For
Previous experience leading or mentoring Customer Success, Account Management or Client Services teams.
Strong coaching and people development skills with a passion for helping others succeed.
Highly organized with excellent time management and prioritization skills.
A proactive self-starter who enjoys building new processes and improving existing ones.
Excellent communication and stakeholder management skills.
Strong analytical mindset with the ability to interpret dashboards and performance metrics.
Experience using CRM and Customer Success platforms such as Salesforce, ChurnZero, Outreach or similar.
Comfortable…