Seeking an experienced Team Lead to manage and scale a technical customer success team supporting advanced hardware and software technologies. The role combines leadership, operational excellence, customer success strategy, and cross-functional collaboration to deliver exceptional customer experiences while driving continuous process improvement and service scalability.
Responsibilities
- Lead, mentor, and develop a high-performing team of technical customer success engineers.
- Design, implement, and improve scalable customer success processes and service models.
- Develop and maintain standard operating procedures, playbooks, and operational best practices.
- Oversee the customer lifecycle, including onboarding, training, ongoing support, and customer engagement.
- Ensure timely resolution of complex technical issues involving hardware and software products.
- Act as the voice of the customer by gathering feedback and communicating product improvements to engineering and product teams.
- Collaborate with sales, engineering, and product teams to align customer priorities and support product development.
- Support operational growth across multiple regions while promoting consistent global standards.
Requirements
- Significant experience leading customer success, technical support, or customer engineering teams.
- Proven ability to build, manage, and scale high-performing technical teams.
- Experience supporting complex hardware and software products.
- Background in designing and implementing customer service models, service packages, or service level agreements (SLAs).
- Experience working in fast-paced start-up or scale-up environments, with an understanding of organisational growth.
- Strong leadership, coaching, communication, and stakeholder management skills.
- Ability to develop structured processes and drive operational excellence.
- Experience with high-performance computing (HPC), data centre technologies, or quantum technologies is advantageous.
Benefits
- Opportunity to lead and shape a growing technical customer success function.
- Work with cutting-edge deep technology in a collaborative environment.
- Career development within a rapidly growing, innovation-focused organisation.
- Exposure to international customers and cross-functional teams.
- Competitive salary and benefits package.
