CSM Team Lead

At Workwize, we’re revolutionizing how businesses support their global teams.  
The rise of a global workforce has enabled companies to access a broader talent pool but has also brought logistical challenges, such as local vendor availability, timely laptop delivery, equipment management, and local retrieval and storage.   
Workwize’s SaaS platform, integrated with suppliers and warehouses worldwide, simplifies and automates the deployment, management, and retrieval of IT hardware for distributed teams. Currently, Workwize facilitates fast, local deliveries in 100+ countries, supporting the IT lifecycle for over 30,000 Users and managing 100,000+ assets globally. 

CSM Team Lead 

As a CSM Team Lead at Workwize, you’ll play a key role in driving both your team’s success and the satisfaction of your own small client portfolio.  We are looking for an experienced Team Lead who is both a people leader, data-driven and commercially minded. You know how to balance empowering your team with keeping a sharp eye on commercial outcomes and client happiness.
Your mornings start with setting team priorities, leading stand-ups, and aligning objectives to ensure everyone is focused on what matters most. Throughout the day, you’ll coach and mentor your team, providing guidance while stepping in to manage escalations effectively when needed.
In the afternoons, you’ll track progress on quarterly Key Results, adjust strategies based on performance insights, and identify opportunities to optimize or even redesign processes for greater impact.
Building strong relationships is second nature to you; whether it’s supporting your team, collaborating cross-functionally, or strengthening ties with external stakeholders. You reflect regularly on performance, ensuring continuous improvement and setting the team up for long-term success.
If this sounds like the next adventure you’re ready to lead, we’d love to meet you!

What You Will Do: 

Drive Team Success 

• Ensure that everyone in your team sets the right priorities for effective portfolio management 

• Effectively manage your team’s client escalations  

• Implement strategic processes to improve client happiness and retention 

Maximize NRR opportunities from team portfolio 

• Effectively manage the client lifecycle (e.g. renewals and upsells)  

• Analyse most impactful client opportunities and support your team in achieving successes 

Strategic project management (OKR’s) 

• Actively identify and manage strategic projects across the CSM domain 

• Successful stakeholder management and oversee complex projects  

Skills and Qualifications 

• 5+ years in Customer Success Management or client facing roles 

• 3 -5 years leadership experience 

• Experienced in leading complex projects and stakeholder management 

• Strong analytical skills  

• Experience with these Tools or similar  

• CRM Tools: Ideally HubSpot 

• Project Management Tools: Ideally Monday.com, but Asana would be beneficial as well 

• Slack 

• Linear 

• Miro 

• Notion 

Characteristics 

• You’re resilient, flexible and able to deal with difficult situations 

• You love coaching others, helping them become successful 

• Familiar with a dynamic environment such as a scale-up 

• Great conflict management skills, able to handle difficult client personas and calls 

• You are fluent in (business) English