Customer Success Team Lead

<h2>Hi! We're Forerunner.</h2> <p>Forerunner builds modern software that helps local governments manage risk and strengthen resilience. We streamline critical workflows and make local-level risk data accessible, actionable, and scalable — empowering public servants to plan, respond, and adapt in a changing climate.</p> <h2><strong>About the Position</strong></h2> <p>We’re looking for a <strong>Customer Success Team Lead</strong> to manage a team of senior Customer Success Managers (CSMs) overseeing Forerunner’s enterprise accounts. In this role, you’ll drive customer health and expansion, coach a high-performing team, and ensure that Forerunner consistently delivers measurable value to our government partners.</p> <p>You’ll be responsible for achieving key retention and growth metrics (ARR and health targets), monitoring account performance, and reporting results to leadership. You’ll also maintain a small book of business to stay close to customer needs and inform team strategy.</p> <p>As a key leader within our Go-To-Market organization, you’ll work cross-functionally with Sales, Product, and Implementation teams to ensure seamless delivery and long-term success for our customers.</p> <h2><strong>About You</strong></h2> <p>You’re a seasoned customer success professional who thrives on building relationships and managing teams. You have experience driving strategic outcomes across complex customer portfolios and can balance data-driven management with empathy for your team and clients.</p> <p>You might be a good fit if you:</p> <ul> <li>Have 8+ years of experience in Customer Success or Account Management in a SaaS or technology company, ideally managing enterprise or government clients.</li> <li>Have prior experience managing or mentoring a team of CSMs or similar customer-facing roles.</li> <li>Possess a strong understanding of ARR-based success metrics, customer health frameworks, and renewal/expansion motions.</li> <li>Are analytical and data-oriented, able to translate customer insights and health indicators into actionable strategies.</li> <li>Have excellent communication and interpersonal skills — you inspire confidence and collaboration across teams.</li> <li>Are passionate about using technology to empower government organizations and improve civic outcomes.</li> </ul> <h2><strong>What You’ll Be Doing</strong></h2> <h3><strong>Team Leadership Performance</strong></h3> <ul> <li>Lead and manage a team of senior CSMs responsible for Forerunner’s most strategic accounts.</li> <li>Drive team performance toward ARR retention and customer health targets.</li> <li>Conduct regular 1:1s to review progress, identify development opportunities, and proactively manage performance.</li> <li>Own reporting and forecasting for renewal, expansion, and health metrics.</li> </ul> <h3><strong>Coaching Development</strong></h3> <ul> <li>Build a culture of accountability, growth, and shared success.</li> <li>Provide consistent coaching, mentoring, and career development opportunities for your team.</li> <li>Partner with CSMs, RevOps, Product, and Marketing to improve playbooks, enablement, onboarding, and ongoing education.</li> <li>Support hiring, onboarding, and training of new CSMs.</li> </ul> <h3><strong>Customer Management Strategy</strong></h3> <ul> <li>Maintain a small portfolio of strategic accounts to stay connected to customer needs and inform strategy.</li> <li>Partner with Sales and Product to ensure strong alignment from pre-sale through renewal.</li> <li>Collaborate with Marketing and Product to surface customer stories, feedback, and insights that shape the roadmap.</li> <li>Monitor customer health, identify risks or opportunities, and take proactive steps to ensure long-term success.</li> </ul> <h2><strong>Our Team Has a Lot to Offer</strong></h2> <p>Forerunner is an early-stage company with an interdisciplinary team. We are motivated by seemingly intractable problems and work hard to support one another.</p> <ul> <li><stron ... (truncated, view full listing at source)