Reemind

The Customer Success Team Lead (or Head of CSM) is responsible for managing a team of Customer Success Managers or Account Managers, ensuring client adoption of a solution while driving cross-sell and up-sell initiatives. Originally rooted in SaaS and software environments, the Customer Success approach has expanded as companies increasingly focus on personalized customer relationships and satisfaction optimization. As key client-facing professionals, they serve as valuable liaisons between customers and Product Managers, advocating for client needs and helping shape the product roadmap. Over time, many transition into product strategy roles. The most sought-after profiles are those who master the product, have a strong customer-centric mindset, and possess leadership skills. Salaries vary based on team size and revenue managed but generally remain stable. However, variable compensation tied to upsell and cross-sell performance can be significant. In startups, while responsibilities may be similar, compensation packages tend to be lower than in larger organizations.