• Own end-to-end technical implementation for mid-market and enterprise customers — HRIS integrations, SSO setup, LMS connectors, API configurations, and assignment automation logic • Build and maintain AI-powered workflows to automate repeatable implementation tasks (e.g., launch requirements, config QA, onboarding documentation generation) • Partner with AMs to run discovery on technical requirements during the kick off and translate them into scoped implementation plans • Serve as the primary technical point of contact during onboarding, reducing time-to-value for new customers • Diagnose and resolve integration issues, working cross-functionally with Product and Engineering when needed • Maintain implementation playbooks and documentation — and actively improve them using AI tooling (AI Training Builder, internal Compass workflows, vibe-coding your own apps) • Contribute to the scaled enablement motion by building reusable templates, guides, and self-serve assets

• Ensure customers are maximizing their return on investment by rapidly implementing and operationalizing Palo Alto Networks SASE solutions to achieve their business and security objectives • Assist customers in implementing Palo Alto Networks SASE solutions and fully integrate these into their security and networking operations • Be the first line of defense in proactively addressing customer needs for technical assistance, and coordinating and prioritizing timely resolutions with engineering teams • Serve as a customer advocate in influencing product roadmap and improvements • Coach customers on how to establish and manage their Cloud Security Change Management / Governance / Center of Excellence program • Identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan or escalate as needed • Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map features and associated business benefits to address their needs • Be a Go-To customer expert on Palo Alto Networks SASE security solutions and become a Subject Matter expert over time • Performance metrics include CSAT, Renewal rate, Upsell / Cross-sell lead identification, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement

• Diagnose, debug, and resolve complex application, integration, and data issues that surpass Tier 2 capabilities. • Own the troubleshooting of SAML SSO configurations and API-driven integrations. • Manage and validate complex file provisioning workflows, including structured data files (CSV, JSON, XML) and secure automated transfers via SFTP. • Read and interpret JavaScript/scripting languages and system logs to pinpoint the root cause of unexpected platform behavior. • Partner with engineering to document system architecture quirks, create advanced internal troubleshooting guides, and recommend product improvements. • Translate highly complex technical engineering concepts into clear, actionable, and empathetic updates for university stakeholders. • Participate in a scheduled rotation to provide first-line engineering-level response for critical, customer-reported Severity 1 issues (24/7/365 availability). • Perform other duties as assigned.

Role Description The Team Lead, Customer Success role at CodeSignal is responsible for leading a team of Customer Success Managers (CSMs) serving the growth segment (SMB and mid-market). This strategic leadership role will drive customer retention, expansion, adoption, deeper relationship building and advocacy while ensuring operational excellence across the team. You'll develop customer success strategies that maximize value realization and ensure our customers achieve their technical hiring goals through our platform. What You'll Be Doing - Team Leadership & Development - Hire, lead, coach, and develop a high-performing team of Customer Success Managers - Establish clear performance metrics (both leading and lagging indicators) and career development paths - Conduct regular 1:1s, team meetings, and performance reviews - Identify skill gaps and implement training programs to enhance team capabilities - Build a positive, collaborative team culture that drives high performance and retention - Customer Success Strategy - Design and optimize customer journeys from onboarding through renewal - Create and refine playbooks for customer onboarding, adoption, expansion, renewal, and advocacy - Establish standardized processes that balance customization with scalability - Collaborate with Solutions Engineering, Sales, Marketing, and Product teams to ensure alignment - Revenue Retention & Growth - Achieve team targets for adoption, GRR, NRR, relationship and activity indicators - Own renewals and work with Sales leaders to identify and execute expansion opportunities - Develop early warning systems to identify at-risk accounts - Implement rescue strategies for vulnerable accounts - Partner with Sales on expansion opportunities and renewal forecasting - Customer Experience & Advocacy - Define and monitor customer health metrics across segments - Establish feedback loops to gather and act on customer insights - Develop customer success programs that drive platform adoption and value realization - Build deeper relationships with strategic customers within the segment - Create and manage customer advocacy initiatives and build direct relationships with Customers - Identify and develop customer references and case studies - Operations & Reporting - Develop and track KPIs for team performance and customer success - Create regular reporting on customer health, renewal forecasts, and team performance - Optimize resource allocation across the team based on customer needs and potential - Collaborate with other departments to resolve cross-functional challenges - Manage team budget and resource planning - Cross-Functional Leadership - Partner with Solutions & Sales Engineering on implementation and renewals and expansion - Partner with Product Management to represent customer needs in the roadmap - Collaborate with Marketing on customer marketing initiatives - Work with Sales on smooth customer handoffs and account expansion - Coordinate with Support on escalation management - Engage with Executive Leadership on strategic initiatives and reporting Bonus Skills - Startup experience a plus - Understanding of skills intelligence, talent acquisition, or learning is a plus - Strong demonstrated experience building and managing high performing SaaS Customer Success teams - Experience working in a flexible and high-paced environment while supporting a high volume of accounts - Strategic perspective on Customer Success as a function with a focus on driving value to all stakeholders - Detail oriented in your organization and meticulous about prioritization and time-management