Customer Success Team Lead

Join the creative revolution at XR!

XR is on a mission to transform how the world creates, connects, and experiences advertising. As the global leader in creative operations, we help brands and agencies bring their ideas to life and deliver them seamlessly across every screen. Our leading technology and services power creativity for the marketing and entertainment industries, and you can be a part of it!

At XR, you'll join a high-energy, collaborative environment where your ideas can spark real change. We champion innovation at every level, empowering our teams to take risks, challenge norms, and unlock new possibilities. Your voice, your talent, and your vision matter here- XR is where you come to grow, learn, and thrive.

Ready to make an impact? If you're passionate about technology, solving complex challenges, and joining a team that's changing the game, XR is the place for you. Let’s shape the future together!

The Opportunity

The Customer Success Team Lead supports the VP of Customer Success in driving client satisfaction, retention, and growth across XR’s enterprise and recurring revenue clients. This role combines hands-on client relationship management with leadership responsibilities for a team of Sr. Customer Success Managers (SCSMs) and Customer Success Managers (CSMs)

Acting as both a player and coach, the Team Lead ensures clients experience exceptional onboarding, proactive engagement, and measurable success using XR’s platform and services. They help translate the company’s strategic direction into day-to-day execution, mentoring team members, maintaining quality standards, and ensuring every client interaction aligns with XR’s mission to deliver excellence and partnership.

Key Responsibilities

• Lead and mentor a team of Sr. CSMs and CSMs, providing regular guidance, performance feedback, and professional development support.
• Serve as a day-to-day resource and escalation point for the team, ensuring consistent delivery of best-in-class client service.
• Collaborate with the VP of Customer Success to align team objectives with department goals.
• Support hiring, onboarding, and training of new CSMs to maintain high performance and engagement.
• Foster a positive, collaborative team culture focused on growth, accountability, and innovation.

Client Relationship Management

Operational Excellence & Cross-Functional Collaboration

Revenue & Retention

Pursuant to New York City & California's Pay Transparency Laws, the pay range for this position is $120,000 - $130,000 per year; base pay offered may vary depending on job-related knowledge, skills, and experience.

Requirements

KPIs

The wonderful world of XR

Impactful Work : You’ll be at the heart of a company revolutionizing the media and creative industries. From a cutting-edge platform to AI-driven insights, your work will help our clients produce and deliver world-class content to millions worldwide.

Global Reach, Local Impact : With a team of over 1,100 talented professionals serving 140 markets, we blend global scale with personalized service. Join us, and be part of a diverse, dynamic team that’s making waves across the globe!

Innovation & Growth : We’re all about pushing boundaries and staying ahead of the curve. At XR Extreme Reach, you’ll be working on groundbreaking products that power TV, film, digital marketing, and entertainment.

Creative Culture : We celebrate creativity and collaboration. Whether you're working in tech, media, or creative services, we foster a culture that encourages fresh ideas, innovation, and out-of-the-box thinking.

Make a Difference : Here, you’ll help clients tell their stories on a global stage, while ensuring their creative vision is executed with precision and style.

Let's Redefine What's Possible

If you’re ready to elevate brand growth, connect creativity across platforms, and unlock a new era of creative intelligence, we’d love to hear from you. Pitch us your vision- and let's build the future, together.