Customer Success Team Lead

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Website Snatch UP Jobs

Job Summary

The Customer Success Team Lead at Snatch UP Jobs (representing a VC-backed tech firm) is a high-impact “Player-Coach” role based in Québec City. This position requires the “wit” to navigate complex product feedback loops and the “grit” to manage a US-based team while personally owning high-stakes global accounts. You will be the bridge between rapid technological growth and long-term client retention, ensuring that major industry leaders don’t just “buy” the software, but transform their business with it.

Job Details

  • Recruiter: Snatch UP Jobs (for a VC-backed Tech Company).

  • Location: Québec City, Quebec (Managing a US-based team).

  • Status: Full-time.

  • Specialty: Architecture, Design, or PropTech (Property Technology) background is preferred.

  • Languages: English fluency is mandatory; French, Japanese, or Korean are significant assets.

Key Responsibilities: The “Player-Coach” Lifecycle

You are responsible for the dual mandate of team elevation and direct revenue protection.

  • Team Mentorship: Lead, coach, and support a team of Customer Success Managers (CSMs), overseeing their daily workflows and professional growth.

  • Strategic Account Ownership: Maintain your own “book of business,” leading high-level onboarding, training, and value-extraction sessions for key global clients.

  • Escalation & Resolution: Act as the ultimate safety net for customer friction, resolving blockers and providing tactical feedback to the CSM team.

  • Account Health Analytics: Monitor usage, adoption, and engagement metrics to proactively identify at-risk accounts before they churn.

  • Product Advocacy: Distill complex customer “pain points” into actionable insights for the Product and Operations teams to influence the roadmap.

  • Commercial Support: Partner with the Sales team during pre-sales and post-sales phases to provide deep technical and functional product expertise.

Candidate Profile & Qualifications

  • The “Hands-on Leader”: Someone who finds equal satisfaction in helping a direct report solve a problem as they do in closing a successful client QBR (Quarterly Business Review).

  • Communication Wit: Exceptional written and verbal skills in English, with the cultural intelligence to manage diverse global regions.

  • Operational Grit: Highly organized and proactive, with the stamina to handle the “fast-paced” nature of a VC-backed environment.

  • Technical Pedigree: Proven experience managing customer-facing teams while simultaneously carrying direct account responsibilities.

Technical Insights: The Customer Success Funnel

In a PropTech or Design-tech environment, “Success” is defined by moving a client from “Onboarding” to “Advocacy.”

  • Time to Value (TTV): You will focus on minimizing the time it takes for a new client to reach their first “Aha!” moment within the platform.

  • Churn Prediction (Health Scoring): You will likely utilize a “Customer Health Score” based on login frequency, feature adoption, and support ticket volume to predict and prevent cancellations.

  • The Feedback Loop: As a Team Lead, you sit at the intersection of the “User” and the “Developer,” translating subjective complaints into objective product requirements.

Why Join a VC-Backed Tech Firm?

This role offers the high-reward, high-visibility atmosphere of a company positioned for a major scale-up.

  • Global Influence: Serve “major global industry leaders” and work across multiple regions (US, EMEA, APAC).

  • Strategic Visibility: As a Team Lead in an expanding company, your processes and feedback directly shape the company’s operational DNA.

  • Professional Growth: The “Player-Coach” model is the fastest route to Director of Success or VP of Operations roles in the tech sector.

  • Bilingual Advantage: While based in Québec City, you will leverage your language skills to support a truly international mission.

Job Description

Do you believe that the sale doesn’t end at the signature, but begins at the first login? Snatch UP Jobs is seeking a Customer Success Team Lead. We aren’t looking for a “manager” who sits behind a dashboard; we are looking for a tech-savvy leader who has the “grit” to jump into a difficult client call and the “wit” to mentor a junior CSM through a complex onboarding. If you have a background in PropTech or Design and a passion for “Player-Coach” leadership, you belong on this global team.

In this role, you are a “Value Architect.” You understand that a customer’s success is your company’s success. Your goal is to provide “Excellence in Client Outcomes,” ensuring every user is an expert and every team member is empowered. We look for “Proactive” individuals who are organized, communicative, and ready to lead a US-focused team from the heart of Quebec.

Joining this VC-backed powerhouse means joining a trajectory of rapid growth. We offer the high-stakes challenges you crave and the leadership platform you deserve. If you are a Customer Success professional with a commitment to “Mentorship and Account Health,” we invite you to apply and lead our team to success today.

Snatch UP: AI-Driven Talent Acquisition in Québec City

Snatch UP is a high-growth recruitment technology and staffing firm defined by a 2026 culture of “Velocity, AI-Integration, and Vertical Specialization.” Operating with a “Digital-First” mindset, the company positions itself as a disruptive alternative to traditional headhunting, utilizing proprietary AI platforms to bridge the gap between niche professionals and forward-thinking organizations. In Québec City, Snatch UP is particularly active in the Finance, Tech, and Real Estate/PropTech sectors, where speed-to-market and technical vetting are paramount.

In 2026, Snatch UP is a key player in the Capitale-Nationale’s modernized labor market:

1. The Specialized Search Ecosystem

Snatch UP operates through dedicated “SQUADS” that focus on specific industry pain points in the Quebec market:

  • Finance & Accounting: Matching mid-to-executive level professionals (CPAs, Controllers, Financial Analysts) with firms in the Saint-Roch tech district and the Boulevard Laurier financial corridor.

  • PropTech & Interior Design: A unique niche for the firm, recruiting for SaaS startups and architectural firms that are revolutionizing workplace design through AI and 3D modeling.

  • Cybersecurity & Cloud: Sourcing “Elite” engineering talent for high-stakes production environments, with a focus on Node.js, TypeScript, and AWS ecosystems.

  • Retail-Tech: Helping traditional retailers in Québec City transition to e-commerce and automated logistics by finding specialized Account Executives and Customer Success Managers.

2. Strategic Pillars: “The Snatch Methodology”

The 2026 Snatch UP model is built on three pillars designed to eliminate the “chaos” of traditional hiring:

  • AI-Powered Matching: Utilizing a proprietary platform to analyze candidate “QAI” (Quality, Authenticity, and Influence), ensuring a higher success rate for cultural and technical alignment.

  • The “Zero-Cost” Candidate Model: Maintaining a “No-Fee” structure for job seekers, providing them with elite career coaching, resume tailoring, and interview preparation at no personal expense.

  • Global Hub, Local Pulse: While Snatch UP leverages a global network for remote-first roles, their Québec City operations are deeply attuned to the local “bilingual and compliance” requirements of the province.

3. Company Culture: “Dynamic & High-Velocity”

Internally, Snatch UP fosters an environment that mirrors the startups they represent—fast-paced, innovative, and results-oriented:

  • “Entrepreneurial Autonomy”: Recruiters are encouraged to act as “Talent Agents,” managing their own pipelines and driving technical innovation within their industry verticals.

  • Strategic Insights: A culture that values “Thought Leadership,” where employees are expected to stay ahead of architectural and fintech trends to provide consultative value to clients.

  • Remote-Friendly Flexibility: Emphasizing a “Work-from-Anywhere” philosophy that aligns with the 2026 shift toward hybrid work across the Capitale-Nationale region.

4. 2026 Career & Compensation Benchmarks

Snatch UP is known for negotiating high-tier compensation packages that reflect the scarcity of specialized talent in 2026:

  • Estimated Compensation via Snatch UP Network (2026):

    • Senior Software Engineer (Node.js/AWS): ~$115,000 – $170,000+ per year.

    • Customer Success Manager (Fintech): ~$109,000 – $149,000 per year.

    • Account Executive (Retail Tech): ~$73,000 – $129,000 per year (plus OTE).

    • Workplace Solutions Account Manager: ~$85,000 – $115,000 per year.

  • Total Rewards Strategy: Placements typically include 2026-standard perks such as Stock Options, comprehensive health/dental coverage, mental health stipends, and flexible “unlimited” PTO policies.

  • Performance Incentives: For their internal sales and recruitment teams, Snatch UP offers aggressive commission structures and “signing assistance” for top performers.

Partnering with Snatch UP in Québec City means engaging with a “Recruitment Engine Built for the Future.” Whether you are a Fintech professional looking for your next “Big Career Move” or a company seeking to “Snatch” top-tier talent before the competition, the experience is defined by precision, speed, and strategic alignment.

To apply for this job please visit snatch.work.