About Kadence

As a fast-paced, early-stage, venture capital-backed B2B SaaS company, we’re looking for a Customer Success Lead in the U.S. — a player-coach who will both manage a small portfolio of high-value customers and lead, mentor, and inspire a team of Customer Success Managers.

This role blends strategic account ownership with team leadership. You’ll work directly with key customer executives to deliver measurable value, while also building the processes, culture, and capabilities of our Customer Success team. You’ll set the standard for best practices, coach CSMs to achieve exceptional results, and act as a bridge between the team and the wider business.

We’re looking for someone who can balance hands-on delivery with leadership — someone who thrives on customer impact, has strong commercial instincts, and enjoys developing talent in a scaling environment.

Your Responsibilities

• Lead and Inspire – Manage, mentor, and coach a team of CSMs to deliver world-class customer experiences and measurable outcomes.
• Own Strategic Accounts – Carry a small, high-impact book of business, acting as the trusted advisor to executive stakeholders.
• Drive Retention and Growth – Lead initiatives to maximise net and gross retention, mitigate churn risks, and identify expansion opportunities.
• Set the Standard – Establish best practices for success planning, adoption strategies, and customer communications.
• Enable Team Performance – Conduct regular 1:1s, performance reviews, and skills development sessions for CSMs.
• Champion Customer Advocacy – Develop and support customer champions who will share their success stories publicly.
• Metrics Ownership – Track and report on key team and portfolio metrics, including adoption, retention, NRR, and advocacy growth.
• Scale the Function – Partner with leadership to design and implement scalable processes, playbooks, and tools.

Key Metrics for Success

• Team retention and growth targets achieved or exceeded.
• High customer health scores across the portfolio.
• Increased adoption and feature utilization in managed accounts.
• Team satisfaction and professional growth of CSMs.
• Measurable advocacy growth (references, case studies, event participation).

Your Skills and Experience

• 5+ years in customer success, account management, or consulting in SaaS.
• Experience managing a team of CSMs or demonstrated aptitude for leadership.
• Proven success managing strategic/enterprise accounts with measurable outcomes.
• Strong commercial acumen, with experience in renewals, upsell, and cross-sell strategy.
• Exceptional communication skills with comfort in executive-level conversations.
• Skilled in coaching, mentoring, and performance management.
• Data-driven approach to decision-making and strategy.

Your Benefits

• Hybrid (ability to work from wherever works best for you) — ideally located near our Salt Lake City, UT hub.
• Competitive salary.
• Equity stock options program.
• Health insurance + 401(k).

By joining Kadence, you’ll shape the customer success culture, lead by example, and play a critical role in defining how we deliver value in the Future of Work.