Customer Success Lead

Skills

Experience

Office location

Work Policy

About the role

We are seeking a passionate and driven Customer Success Lead to join our team and play a critical role in ensuring our clients achieve maximum value from our SaaS product. As a Customer Success Lead, you will be the voice of our customers and a key bridge between them and our product team. This is an exciting opportunity to make a real impact on customer satisfaction and contribute to the growth of our company.

Responsibilities

This is a high-ownership individual contributor role. You'll be the first Customer Success hire, responsible for building and running the function end to end — but without direct reports to begin with.

• Customer support:

  Provide ongoing support, answer customer questions via chat, emails and video calls. C

• 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.

• Help documentation creation:

  Develop and maintain high-quality help documentation, create engaging how-to video tutorials, and publish informative release notes.

• 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.

Qualifications

• Proven Experience:

  1+ 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.

Team and Culture

At Sumtracker, we foster a culture that values autonomy, ownership, and transparency. Here's what you can expect.

• Process-driven and autonomous

  : We have well-defined processes that empower you to work independently and take ownership of your tasks.

• Transparency

  : We believe in open communication and keep everyone informed about company progress and individual contributions.

• Direct feedback

  : Share your thoughts and ideas directly with the founders, fostering a collaborative environment.

• Team bonding

  : Participate in company gatherings to connect with your colleagues.

• Skill development

  : Enhance your skills with company-sponsored courses