Customer Success Lead

About Swap
Swap is the infrastructure behind modern agentic commerce. The only AI-native platform connecting backend operations with a forward-thinking storefront experience. Built for brands that want to sell anything - anywhere, Swap centralizes global operations, powers intelligent workflows, and unlocks margin-protecting decisions with real-time data and capability. Our products span cross-border, tax, returns, demand planning, and our next-generation agentic storefront, giving merchants full transparency and the ability to act with confidence. At Swap, we’re building a culture that values clarity, creativity, and shared ownership as we redefine how global commerce works.

About the Role
As Customer Success Lead, you will lead and develop a team of Strategic Customer Success/Account Managers responsible for Swap’s most valuable and complex customers. This is a people-first leadership role with strong commercial accountability, suited to someone who enjoys coaching high performers, setting clear expectations, and building a scalable, high-impact account management function. You’ll be responsible for driving retention and expansion across the strategic book of business, embedding best practices, and acting as a senior escalation point internally and externally. You will partner closely with Customer Success leadership, Sales, Product, and Support to ensure the team is aligned, effective, and delivering consistent value to customers.

Key responsibilities

• Lead, coach, and develop a team of Strategic Account Managers, setting clear goals, expectations, and performance standards.
• Own performance across the strategic book of business, including retention, upsell, expansion, and customer health.
• Establish and maintain strong account management fundamentals, including account planning, QBRs, forecasting, and pipeline management.
• Act as a senior escalation point for strategic customers, supporting your team in navigating complex or high-risk situations.
• Partner closely with Sales on expansion strategy, deal ownership, and handovers for strategic accounts.
• Collaborate with Product, Support, Onboarding, and Finance to remove blockers and improve customer outcomes.
• Drive consistency and scalability by improving processes, playbooks, and ways of working across the AM team.
• Provide clear reporting and insights to leadership on performance, risks, opportunities, and resourcing needs.

What we would like to see:

• Proven experience managing and coaching Account Managers or Customer Success Managers in a SaaS environment.
• Strong background owning or supporting strategic / enterprise accounts with complex stakeholder structures.
• Excellent commercial judgement with experience driving retention, upsell, and expansion through teams.
• Confident escalation manager, able to balance customer advocacy with business priorities.
• Strong leadership and communication skills, with the ability to motivate, challenge, and support high performers.
• Experience building or refining account management processes in a scaling startup environment.
• Comfortable working cross-functionally and influencing without direct authority.
• Experience with CRM and CS tooling (e.g. HubSpot, Salesforce, Vitally, Zendesk or similar).

Benefits:
 Competitive base salary.
 Stock options in a high-growth startup.
 Competitive PTO with public holidays additional.
 Private Health.
 Pension.
 Wellness benefits.
 Breakfast Mondays.

Diversity & Equal Opportunities:
We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills, and views. The more inclusive we are, the better our work will be. Creating a culture of equality isn't just the right thing to do; it's also the smart thing.