CS Team Lead

About the Role:

Webz.io’s mission is to empower companies by providing seamless access to high-quality open, deep, and dark web content, enabling them to focus on insightful data analysis rather than complex data collection. We pride ourselves on offering access to the most comprehensive data repositories across various verticals and are committed to providing exceptional and rapid support to meet our clients’ evolving data needs.

As a CSM Team Lead at Webz.io, you will be instrumental in driving revenue growth by effectively managing the full customer journey for both our core web data APIs and our expanding suite of cyber intelligence products. You will work with our SMB and enterprise customers to understand their unique challenges and demonstrate the strategic value of Webz.io’s solutions in uncovering critical web intelligence and mitigating cyber risks.

What You’ll be Doing:

Manage the day-to-day workflow of the Customer Success team.
Handle escalated customer issues and help other team members to provide their customers with value.
Proactively own and manage a portfolio of enterprise/midsize level accounts and become their trusted advisor and influencer.
Develop individual growth plans for each customer to ensure adoption, expansion and loyalty across your portfolio of customers.
Answer customers and prospects regarding product knowledge, best practices and how-to.
Own your accounts, build relationships with the technical and management teams and with C-level executives. Promote Webz.io’s value through understanding customers’ business needs, engaging sales and product teams internally, and delighting the customer throughout the customer journey.
Manage the implementation of new use cases, best practices, and functionality to expand existing accounts.
Collaborate with Sales to ensure customer contract renewals

What You Should Have for the Role:

Must – 2+ years of experience as CSM Team Lead in a B2B SaaS company.
Must – 3-5 years of B2B SaaS customer success, account management or consulting experience working with mid to large, enterprise-level accounts.
Must – Excellent communicator with fluent spoken and written English.
Must – Problem-solving skills: you’re a natural troubleshooter, process-oriented, and a good communicator.
Must – Tech-savvy with a grasp of surface/Dark Web content, big data, data mining, data preparation, and analysis.
Advantage – Cyber threats background, as an Analyst or as Pre Sales role.
Advantage – Hands-on technical knowledge with scripting, SQL, data analysis.
Advantage – Familiarity with SaaS / RESTful APIs.
Advantage – Sales background.