Customer Success Manager - Team Lead

<h3><strong>About AI Acquisition</strong></h3><p><strong>AI Acquisition</strong>&nbsp;is&nbsp;The Growth Partner reimagined—a bold evolution of our mission to empower marketing agency owners to grow with predictability and scalability.</p><p>In less than three years, we’ve grown from $0 to multi-8 figures and are on track to hit the 9-figure mark later this year. How? By focusing on growth, building exceptional relationships, and creating a high-performance, positive environment for both our clients and team members.</p><p>We’re revolutionizing the way entrepreneurs build life-changing businesses by brokering AI tools to business owners eager to succeed. At the forefront of the $1.3 trillion AI revolution, we empower our members to earn $500+ per hour with just a few clicks. Whether through our&nbsp;<strong>AI Agency Incubator (Self-Guided)</strong>,&nbsp;<strong>AI Accelerator (Done With You)</strong>, or&nbsp;<strong>AI Agency Launchpad (Done For You)</strong>, we provide the systems, training, and support to help our members achieve rapid success—like Luke’s $60K in 17 days or Elizabeth’s $75K deal.<br><br><strong>Hear from our leaders:<br></strong></p><ul> <li> <strong>Jordan Lee, Co-Founder &amp; Chairman</strong>, shares insights about the business:&nbsp;<a href="https://www.loom.com/share/901416c6dac648acbe8a8b7fad8198d4" target="_blank" rel="nofollow noreferrer noopener" class="external">Watch here</a> </li> <li> <strong>Matthew Jones, CEO,</strong>&nbsp;discusses his career progression and personal growth since joining The Growth Partner:&nbsp;<a href="https://app.frame.io/reviews/cb05d5ee-4d42-404f-ae3b-586715d1c168/557b8844-688b-4d88-ae83-e0663b95d268" target="_blank" rel="nofollow noreferrer noopener" class="external">Watch here</a><br> </li> </ul><h3><strong>Why Join AI Acquisition?</strong></h3><p></p><ul> <li>Be part of a cutting-edge company leading the AI revolution, with a proven system that delivers results.</li> <li>Work in a dynamic, remote environment with a team dedicated to transforming lives.</li> <li>Opportunity to grow with a company experiencing rapid growth as we scale to support more members.</li> <li>Make a direct impact on our members’ success, helping them achieve life-changing wins like $60K in 17 days.</li> <li>Surround yourself with exceptionally talented, driven people who are in pursuit of excellence.</li> </ul><p>This isn’t just a job—it’s an opportunity to create a new and better life while working with visionary leaders who are shaping the future of AI-driven business growth.</p><p><strong>Requirements</strong></p><p></p><h3><strong>The Role</strong></h3><p>We’re looking for a <strong>Customer Success Team Lead</strong> to own the performance, development, and operational excellence of our CSM team. You’ll manage a group of high-performing Customer Success Growth Consultants who guide entrepreneurs through our AI Agency programs — ensuring every member gets the strategy, support, and accountability they need to achieve life-changing results.</p><p></p><p>You’ll be equally comfortable jumping into a client situation to model excellence as you are building systems, coaching team members, and driving the KPIs that ensure scalable, predictable client success.</p><p></p><p>This is a fit for someone who thrives at the intersection of leadership, coaching, and strategic client delivery.<br><br></p><h3><strong>What You’ll Do</strong></h3><p><strong>Team Leadership &amp; Performance</strong></p><ul> <li> Lead, coach, and develop a team of CSMs, setting clear expectations and providing continuous feedback. </li> <li> Own weekly team meetings, pipeline reviews, and performance huddles to align the team on priorities and unblock bottlenecks. </li> <li> Establish and track KPIs for client satisfaction, retention, upsells, and program completion — driving accountability through data. </li> <li> Identify skill gaps and create targeted training plans to elevate team capabilities in sales coaching, funnel optimization, and client communication. </li> </ul><h3></h3><p><strong>Operational Excellence</strong></p><ul> <li> Optimize CSM workflows, playbooks, and templates to improve consistency and reduce time-to-value for clients. </li> <li> Partner with Sales, Delivery, and Ops to ensure seamless client handoffs and rapid resolution of escalations. </li> <li> Monitor team workload distribution and make proactive adjustments to maintain balance and responsiveness. </li> </ul><h3></h3><p><strong>Client Impact &amp; Strategic Support</strong></p><ul> <li> Act as a senior escalation point for complex or at-risk accounts, stepping in to model high-impact coaching and problem-solving. </li> <li> Provide strategic input on program improvements based on recurring client challenges or feedback trends. </li> <li> Maintain a small personal client portfolio (10–15 accounts) to stay sharp on delivery and client needs. </li> </ul><h3></h3><p><strong>Cross-Functional Collaboration</strong></p><ul> <li> Work with Marketing to share client success stories and program wins. </li> <li> Partner with Product to inform the roadmap based on real-world client feedback. </li> <li> Collaborate with Founders and the COO to align team objectives with company growth goals. </li> </ul><p></p><p></p><h3><strong>What We’re Looking For</strong></h3><ul> <li> <strong>Experience:</strong> 5+ years in customer success, account management, or business coaching, with at least 2 years in a <strong>leadership/people manager</strong> role. </li> <li> <strong>Industry Knowledge:</strong> Background in digital marketing, growth consulting, SaaS, or agency operations preferred. </li> <li> <strong>Leadership DNA:</strong> Proven ability to coach, inspire, and hold high-performance teams accountable. </li> <li> <strong>Strategic &amp; Tactical Balance:</strong> Can operate at 30,000 ft to set direction and at ground level to solve specific challenges. </li> <li> <strong>Data-Driven:</strong> Comfortable using KPIs and dashboards to measure success and guide decision-making. </li> <li> <strong>Communication Excellence:</strong> Strong written, verbal, and presentation skills. </li> <li> <strong>Growth Mindset:</strong> Thrives in a high-change, fast-paced environment. </li> </ul><p></p><p><strong>Benefits</strong></p><p></p><h3><strong>What’s In It For You</strong></h3><ul> <li> Competitive base + performance-based bonuses </li> <li> Equity opportunities after 12 months (subject to performance) </li> <li> $20K annual training budget + 1:1 executive coaching </li> <li> Opportunity to shape the client experience at the forefront of the AI revolution </li> <li> Work with driven, high-achieving teammates who value excellence </li> </ul><p></p><p><strong>Application Requirements</strong></p><ul> <li> CV / LinkedIn URL </li> <li> 2-minute Loom introducing yourself and your biggest client success as a team leader </li> <li> Short paragraph describing how you’ve turned around an underperforming team </li> </ul><p></p>