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Sales: Customer Success Team Lead (SMB)

London, United Kingdom

Global-e (Nasdaq: GLBE) is the world’s leading platform to enable and accelerate global, direct-to-consumer cross-border e-commerce growth. The chosen partner of hundreds of retailers and brands across the UK, Europe, the United States, and Asia, Global-e makes selling internationally as simple as selling domestically. Our people play a key role in our success, and we are always looking for driven, talented, and ambitious individuals to join our growing international team. 

As we continue to expand, Global-e is looking for a highly motivated, data and revenue-driven Customer Success Team Lead. The Customer Success Team Lead will help manage Global-e’s UK Strategic Senior CSM team and partner with Global-e’s largest and most profitable merchants in the UK. 

Responsibilities

  • Manage, coach, and motivate a team of 4+ Customer Success Managers. 
  • Hire, train, and develop new CSMs in order to help expand the team. 
  • Develop a trusted advisor and high-touch relationship with Global-e’s key accounts. 
  • Assist the CSM team in generating revenue through up-selling and cross-selling existing accounts.  
  • Drive the customer retention strategy and execution. 
  • Prepare periodic performance reports, market trends, and QBRs covering and analyzing clients’ KPIs. 
  • Help your team support their clients’ strategic, marketing, and operational decisions based on internal knowledge, data analysis, and best practices. 
  • Build and maintain strong and long-lasting client relationships. 

Requirements

  • Hands-on experience managing a post-sales CSM or AM team.
  • At least 3.5 + years of experience in an Account Management or Customer Success Manager role.
  • Prior B2B experience in an eComm, Software, or SaaS company.
  • Proven ability to manage multiple projects at a time.
  • Experience in generating revenue by expanding on an existing book-of-business. 
  • The ability to work with multiple stakeholders both internally and externally.
  • Must have strong analytical skills with the ability to present data and trends to internal and external clients. 
  • Excellent verbal and written communication skills.
  • Demonstrated ability to influence credibly and effectively at all levels of the organization, including executive and C-levels 
  • Excellent listening, negotiation, and presentation skills.
  • BA/BS degree or equivalent. 
  • With our merchants being located globally, flexibility is required and we may need you to work out of office hours when necessary. 

 

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