Customer Success Center of Excellence Lead

Job Title - Customer Success Center of Excellence Lead

About the Role:

Trantor delivers post-sales Customer Success as a Service for enterprise B2B SaaS companies,

helping our clients drive Net Revenue Retention (NRR) growth and reduce churn through

scalable, high-impact engagement.

We are looking for a highly motivated and experienced Customer Success Center of Excellence

Leader to join our growing organization. You will be responsible for shaping and executing the

customer success delivery strategy, leading and mentoring a team of CSMs and CSEs, and

driving excellence through best practices and continuous improvement. Your goal will be to

create a proactive, value-led experience that enhances customer satisfaction, product

adoption, and long-term retention.

Key Responsibilities:

Strategic Leadership:

• Define and implement the Customer Success delivery strategy aligned with client organizational goals.
• Drive initiatives that improve customer lifecycle management, product adoption, renewals, and expansion opportunities.
• Collaborate with post-sales practice leadership to design and execute strategies that support customer retention, adoption, and satisfaction.
• Work cross-functionally with practice leadership, team leads, Support, and L&D to align teams around a unified customer journey and consistent value delivery.
• Analyze customer data (NPS, CSAT, Churn, usage, retention, etc.) and provide actionable insights to the CS team and leadership.

Team Building & Upliftment:

• Lead, mentor, and inspire a team of Customer Success Managers (CSMs) and Customer Success Engineers (CSEs)
• Develop career paths, training programs, and coaching plans to foster professional growth.
• Build a culture of accountability, empathy, customer obsession, and continuous learning.
• Identify and close skill gaps within the team.

Best Practices & Process Optimization:

• Establish and document customer success best practices, playbooks, and engagement models.
• Drive process improvements to enhance delivery efficiency, enable data-driven decision-making, and support scalable reporting across the customer lifecycle.
• Implement tools and systems to support team workflows, such as CRM, CS platforms, and analytics.
• Design scalable health check frameworks and proactive risk mitigation strategies to support customer retention and success.
• Support QBRs and executive reporting with data-driven narratives and insights.
• Develop regular dashboards and reports for CS leadership to monitor customer health, risk, and renewal forecasts.

Requirements:

• 15+ years of experience in Customer Success or related customer-facing roles, including 4+ years in a leadership or managerial capacity.
• Demonstrated success in leading high-performing, customer-facing teams with a focus on retention, satisfaction, and growth.
• Prior experience managing Customer Success Engineers (CSEs) is highly preferred.
• Strong technical aptitude, with hands-on experience or understanding of Cybersecurity and/or Database technologies considered a major advantage.
• Familiarity with Professional Services delivery models is a strong plus.
• Proven ability to leverage data and analytics to inform decisions, drive strategy, and measure success.
• Exceptional communication, interpersonal, and conflict resolution skills, with a customer-centric mindset.
• Experience with customer success operations frameworks and technology stacks including platforms such as Gainsight, Totango
• Proficiency in CRM and Customer Success platforms such as Salesforce, Gainsight, HubSpot, or similar tools.
• Strategic thinker with the ability to execute tactically and drive initiatives end-to-end.
• Comfortable working with global or multi-regional customer bases and navigating diverse cultural dynamics.