Customer Success Team Lead

Job Description

Customer Success Team Lead – Base44 | Wix

The Tone:
This is a full-time role at Wix, located in New York, USA. Wix has recently acquired Base44, an AI-powered software development platform, and is building its go-to-market team. As the Customer Success Team Lead, you will be instrumental in building and leading the team responsible for ensuring business customers, particularly mid-market accounts, derive significant value from the platform, leading to their renewal and continued growth with us.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: In-person New York, USA

• Team: Build and lead the post-sale customer success team focused on mid-market accounts for Base44.
• Mission: Ensure business customers receive real value from the platform, renew their subscriptions, and grow with Base44.
• Tech Stack: CRM and reporting tools, ideally HubSpot

What You’ll Actually Do
• Team Leadership: Lead, coach, and develop a team of Customer Success Managers and Account Managers through regular 1:1s, account reviews, and call coaching.
• Account Management: Directly manage a small portfolio of strategic mid-market accounts and serve as the primary escalation point for the team’s most important customer conversations.
• Operational Strategy: Help design and implement the post-sale operating model for mid-market customers, including account segmentation, coverage strategies, and onboarding playbooks.
• Customer Engagement: Manage and improve both scaled (programmatic, digital-led) and high-touch (dedicated CS, executive relationships) customer motions, ensuring appropriate engagement for each customer.
• Performance Ownership: Own the team’s key performance indicators for retention, renewals, and overall customer health, including accurate forecasting and collaboration with sales on expansion efforts.

The Must-Haves
• Background: Managerial experience in account management or customer success within a B2B technology company.
• Experience: 5+ years in B2B technology account management or customer success, with 3+ years directly managing and developing a team. Proven track record driving retention, renewals, and expansion with mid-market customers, and experience with both scaled and high-touch customer motions.
• Skills: Strong communication and executive presence to build relationships across all levels of customer stakeholders, data-driven approach with proficiency in CRM and reporting tools (ideally HubSpot), and accurate forecasting of renewals and expansion.
• Bonus: Experience managing enterprise customers.