Customer Success Lead

About the Role

We are seeking an experienced Customer Success Team Lead to drive customer satisfaction, retention, and growth through effective team leadership and strategic customer engagement. This role will be responsible for managing a team of Customer Success Managers while ensuring operational excellence and maintaining strong relationships with key stakeholders.

Key Responsibilities

Strategic Leadership & Team Management

• Lead and mentor a team of Customer Success Managers to exceed performance goals and KPIs
• Conduct regular performance reviews and support team members' professional development
• Define and track team objectives, providing regular feedback and guidance
• Drive operational excellence through best practices implementation and continuous process improvement
• Oversee the hiring, training, and retention of CSM team members

Customer Health & Success

• Maintain portfolio health with a focus on achieving an NPS score of 40 or higher
• Develop and align long-term account plans through stakeholder discussions
• Implement and monitor Customer Health Score tracking systems
• Act as an escalation point for customer issues
• Lead strategic business reviews with key stakeholders
• Create and maintain risk management plans for all accounts

Revenue Growth & Retention

• Drive 100% contract renewal rate within 30 days of expiry
• Identify and pursue opportunities to increase share of wallet
• Partner with sales teams to support upsell and cross-sell initiatives
• Ensure proper documentation of ROI for customer contract renewals
• Monitor and optimize portfolio targets and churn metrics

Operational Excellence

• Develop and maintain customer success playbooks and best practices
• Establish quality standards and implement quarterly improvement initiatives
• Create and maintain knowledge repository for team reference
• Drive customer advocacy through case studies and testimonials
• Ensure adherence to operational SOPs and best practices
• Lead cross-functional initiatives for strategic customer success

Required Qualifications

• 8+ years of experience leading customer-facing teams in a SaaS environment
• Proven experience of leading team of 3-5
• Proven track record of managing and scaling customer success operations
• Strong understanding of customer success metrics, KPIs, and best practices
• Experience with customer success platforms, CRM systems, and related tools
• Excellent stakeholder management and communication skills
• Demonstrated ability to drive team performance and professional development
• Experience in implementing and optimizing customer success processes
• Strong analytical and problem-solving capabilities

Preferred Qualifications

• Experience working with enterprise / strategic accounts
• Track record of driving customer expansion and revenue growth
• Knowledge of industry-specific challenges and solutions
• Experience in cross-functional leadership roles
• Background in implementing customer success technology solutions

Impact Measures

• Team performance metrics (NPS, renewal rates, expansion revenue)
• Customer health scores and portfolio metrics
• Revenue growth and share of wallet increases
• Team member satisfaction and retention rates
• Process improvement and operational efficiency metrics
• Customer advocacy and reference ability metrics