Customer Success Team Lead

The “Customer Success Team Lead” is a crucial role in our customer focused organization with strategic customer responsibilities as well as leadership. As a Customer Success Team Lead, you are responsible for the success of your strategic clients as well as your CS team. 

You will cultivate and maintain strong relationships with your founder and C-level clients by becoming a trusted advisor. As the dedicated CSM for strategic accounts, you share best practices and guide your clients as they adopt new organization-wide habits using the Align tools. Your goal will be to make promoters out of every user by proving the change they make (and Align reinforces) in their organization solves their strategic pain points.  Prove this by providing value through creative outreach, training and strategy sessions, interesting videos and more.

In addition, as the Team Lead, you will mentor your customer success team through training and weekly 1:1s, and lead the day-to-day performance of the team to ensure quarterly target achievement.  You will work with the VP of Operations, Customer Success and Sales to enhance our culture of teamwork focused on customer success and revenue driving activities.

CS Responsibilities:

  • Build trust and develop a trusted advisor relationship with assigned accounts.
  • Meet and exceed individual revenue targets by getting customers to further adopt and expand usage of the software within their organization.
  • Act as the primary liaison between customers and the Align team by submitting product requests and being an advocate for features and enhancements that can have a direct impact on customers.
  • Proactively identify, react, and develop an action plan customized for a particular customer when the account shows signs of potential upcoming churn.
  • Support and participate in all functions of the customer facing team including, but not limited to: training, customer strategy, technical support, reporting – both internal and external, and account analysis.

Team Lead Responsibilities:

  • Mentor and train your CS team and empower them to think critically and creatively and present their own solutions to both client and team challenges
  • Lead Weekly meetings and individual 1:1s
  • Recommend improvements to processes and the product to the VP of Operations
  • Effectively communicate challenges – both internal and external – in a way that inspires change with clear actions and expected outcomes
  • Work with the VP of Operations to create actionable strategies for increased expansion and logo retention


  • 3+ years experience in a SaaS customer success role who is ready to take the next step in leadership
  • Experience carrying a quota and surpassing targets
  • Experience handling objections and challenging customers
  • Ability to thrive in a rapidly changing, high-energy, high-expectations environment
  • Excellent written and spoken communication
  • Bachelor’s degree in Business or related field
  • An energetic, mature, positive attitude that works well independently and with a team 
  • Proven track record of taking initiative
  • Ability to manage multiple projects and tasks, while staying organized and efficient

Please highlight in your application if you…

  • Have experience with Salesforce, or Chargify
  • Have worked at a startup before

How you’ll be rewarded:

  • Competitive salary with equity options
  • New Orleans headquarters with weekly happy hours and outings for local employees & in-person quarterly planning sessions for all remote employees
  • Unlimited vacation policy
  • Medical, dental and vision benefits

About Align

Align is a strategy enablement software for companies and their teams. We provide tools to plan and communicate shared priorities for everyday focus on the right things. Our suite of priority planning, execution and performance tools instill the daily habits used by the most effective organizations. We’re driven to deliver transparency and alignment across our customers’ entire company, to create happy teams that reach their goals!

Nearly 1000 companies and 10,000+ users across all industries, in more than 70 countries use Align. We have big plans for our product and are looking for motivated people that want to help build something great!

Align’s Core Values:

  • Do the Right Thing
  • Get Sh*t done! 
  • Exceed Expectations
  • We Actively Solve Problems
  • Grow As a Team

Position Location: New Orleans, LA or Remote

NOTE: Submit resume and cover letter as a PDF.  Cover Letter is strongly recommended.
Candidates from recruiters will not be accepted for this position. 

About Align:

We believe companies achieve greatness by creating a culture of continuous improvement and by aligning the power of every employee to focus and exceed their goals. We provide the tools to get every employee working together every day to complete the work needed to meet the biggest long-term company goals. Thousands of teams in over 76 countries are achieving goals that are making their companies successful.

We are a team of people obsessed with helping companies achieve greatness. Helping companies succeed has never been more important. As companies achieve greatness the global economy and the livelihood of billions of people around the world thrive.

We have big plans for our business and are looking for motivated people that want to help build something great!