Scale CS Team Lead

At Similarweb, we are revolutionizing the way businesses interact with the digital world by revealing to them everything that happens online.

Our unique data and solutions empower over 4,300 customers globally, including industry giants like Google, eBay, and Adidas, to make game-changing decisions that drive their digital strategies.

In 2021, we went public on the New York Stock Exchange, and we continue to reach new heights! Come work alongside Similarwebbers across the globe who are bright, curious, practical and good people.

We are seeking an experienced and passionate Scale CS Team Lead to lead our digital customer experience. This role is pivotal in shaping and executing our digital success program, using both digital and scalable human-touch strategies to create an engaging, personalized, and automated journey for customers at scale. You will collaborate closely with Marketing, Product, and Sales to craft a seamless, data-informed experience for our expanding customer base.

Key Responsibilities:

• Develop and Implement Strategy: Design and execute Similarweb’s Digital Success Strategy, leveraging discovery, research, and data analysis to create an iterative program that evolves with customer needs.
• Enhance Customer Engagement: Build and maintain engaging digital and one-to-many touchpoints throughout the customer lifecycle, from onboarding to adoption, to drive activation, product usage, and satisfaction.
• Drive Retention and Minimize Churn: Partner with Marketing, Product, and Customer Success teams to implement risk mitigation and renewal initiatives that scale to reach customers effectively.
• Optimize the Digital Experience: Align digital interactions across email, in-app messages, help centers, and other channels, ensuring a seamless, cohesive experience.
• Measure and Improve Programs: Evaluate and refine digital programs against internal targets, continuously iterating to drive success with support from cross-functional partners.
• Leadership and Mentorship: Lead and inspire a team of digital success professionals, fostering a collaborative and experimental culture that thrives on data and continuous improvement.

What You’ll Need:

• Experience: 3+ years in tech-touch or scaled Customer Success programs, with a strong foundation in digital success strategies.
• Leadership: 2+ years of management experience, with a track record of building and developing teams and programs from the ground up.
• Technical Proficiency: Comfortable using tools like Salesforce, Gainsight/Catalyst, Appcues, or similar customer success platforms.
• Project Management: Proven experience breaking down tasks, aligning stakeholders, and managing timelines.
• Analytical Skills: Ability to identify trends through data analysis, test hypotheses, and synthesize findings into actionable strategies.
• Adaptability: Fast learner who excels in a dynamic, high-growth environment, eager to experiment, iterate, and innovate.