Customer Success Lead

The Team Lead, Customer Success will lead a team of Customer Success Representatives, ensuring high levels of customer satisfaction, retention, and growth. This role involves managing team performance, driving process improvements, and fostering strong customer relationships. Responsibilities: Team Leadership and Management: Lead, mentor, and develop a team of Customer Success Representatives. Set team goals, monitor performance, and provide regular feedback and coaching. Conduct performance reviews and identify training needs. Ensure team adherence to established processes and best practices. Customer Relationship Management: Oversee and manage key customer relationships. Address and resolve escalated customer issues in a timely and effective manner. Proactively identify and mitigate potential customer risks. Drive customer satisfaction and loyalty initiatives. Process Improvement and Optimization: Identify areas for process improvement within the Customer Success department. Develop and implement strategies to enhance efficiency and effectiveness. Monitor key metrics and generate reports on team and customer performance. Utilize data to make informed decisions and drive continuous improvement. Collaboration and Communication: Collaborate with other departments, including Sales, Product, and Support, to ensure seamless customer experience. Communicate effectively with team members, management, and customers. Participate in meetings and provide updates on team activities and customer issues. Qualification: 3+ years in Customer Success, or a related field, ideally in a SaaS or technology environment. Bachelor's degree in Business Administration, Marketing, or a related field. Proven experience in customer success, account management. Prior experience in a leadership or management role. Strong communication, interpersonal, and problem-solving skills. Proficiency in CRM software and other relevant tools. Experience in the cloud telephony or SaaS industry is a plus. Key Skills: Leadership and team management. Customer relationship management. Process improvement. Communication and interpersonal skills. Problem-solving. Data analysis. CRM software proficiency. Benefits: Competitive salary and benefits package. Opportunity for growth and advancement. Dynamic and collaborative work environment. Chance to work with cutting-edge technology and solutions.,