Customer Success Lead

Role & responsibilities

This is a high-ownership individual contributor role.

• Customer support:

  Provide ongoing support, answer customer questions via chat, emails and video calls. Create customer demo play books.

• Onboard new customers

  : Onboard new customers onto the platform and convert them to paying users.

• Gather feedback:

  Gather customer feedback (NPS score), conduct interviews, collect testimonials, identify pain points, and effectively communicate their needs to the product team to drive product improvements.

• Drive Engagement:

  Craft and send onboarding email sequences and collect customer reviews.

• Automation Champion:

  Identify opportunities to automate tasks related to support, onboarding, and email communication to improve efficiency and scalability.

• Proactive Customer Success:

  Proactively engage with clients, build strong relationships, and ensure they have an exceptional experience with our product.

• Data-Driven Approach:

  Track and report on key customer success metrics (e.g., customer churn, product adoption, customer satisfaction) and do customer segmentation.

• Product improvements:

  Gather and organise bugs, improvement proposals and feature requests and coordinate with the product team to get those implemented.

Preferred candidate profile

• Proven Experience:

  2+ years of experience at a SaaS company.

• Excellent Communication:

  Exceptional oral and written communication skills with the ability to clearly explain technical concepts.

• Customer-Centric Approach:

  A genuine passion for helping customers succeed and a strong commitment to providing outstanding service.

• Ownership-Driven:

  Ability to work independently, take initiative, and manage multiple tasks effectively.

• Tech Savvy:

  Comfortable using various software tools and platforms.

• Automation Mindset:

  Interest in identifying and implementing automation solutions to streamline processes.