Lead of Customer Support

The Role

As Lead CS, you'll be both a builder and hands-on operator. You'll own key client relationships directly, while shaping the processes and playbooks that will let our CSM function scale. You'll be the first hire in this function - the de-facto authority on CSM strategy from day one, setting the standard others follow as the team grows. This is a high-ownership role for someone who wants to grow into a Head of CSM position as the team expands, with real influence over how CSM is structured from the ground up.

Responsibilities

• Own a portfolio of key client relationships, driving retention, expansion, and satisfaction.

• Prioritize and manage the ongoing stream of customer requests, ensuring fast, clear, and effective resolution.

• Make key decisions on client prioritization, escalation handling, and resource allocation without needing sign-off on every call.

• Build and document CSM processes, playbooks, and best practices — the foundation the function scales on.

• Be directly involved in shaping how the CSM function is structured, staffed, and measured as it grows, including hiring the next CSM(s).

• Represent the CSM function in leadership/strategy discussions, bringing client insight directly into product and business decisions.

• Partner with Sales, Product, Data, and Engineering to ensure clients achieve their business goals through our platform.

• Define and track key CSM KPIs and report progress to leadership.

• Collect and synthesize client feedback to influence the product roadmap and prioritize features that improve value delivery.

Requirements

• 3-5+ years of experience in Customer Success, Account Management, or related functions.

• Track record of being the go-to expert or point person on your team, even without formal reports — people come to you for judgment calls.

• Experience managing enterprise or high-growth startup clients with complex needs.

• Comfortable representing the function at leadership level and pushing back on priorities when needed.

• Strong analytical background; comfortable working with BI tools to generate client insights.

• Excellent communication skills, with the ability to influence senior stakeholders.

• A proactive, ownership-driven mindset — comfortable operating with ambiguity in a fast-paced startup.

• English proficiency: C1.

Nice to Have

• Experience or interest in building/scaling a CSM function, defining org structures, processes, and KPIs.

• Deep understanding of performance marketing KPIs (LTV, ROAS, CAC, retention) and B2C growth strategies.

• Experience in analytics-focused or performance marketing companies.

• Familiarity with predictive analytics or attribution modeling.

What We Offer

• Competitive salary + performance bonus.

• Fully remote with flexible working hours.

• Home office stipend and learning & development budget.

• 21 paid vacation days.

• Regular team offsites and a culture that actually lives its values.

Campaignswell is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive team. If you're passionate about helping brands grow through smarter data and love collaborating across disciplines to deliver impact, we’d love to hear from you!