Lead - Customer Success

Job Summary

Key Responsibilities

Team Leadership & Development

• Lead and mentor a team of Customer Success Managers to ensure they provide exceptional service to customers.
• Conduct regular team meetings, one-on-ones, and performance reviews.
• Foster a positive, collaborative, and results-driven team culture.
  

Customer Engagement & Relationship Management

• Oversee the team’s customer interactions, ensuring timely responses and proactive engagement.
• Build strong relationships with key customers, acting as an escalation point when necessary.
• Collaborate with other teams (e.g., Sales, Product, and Support) to solve complex customer challenges.
• Develop and maintain customer health scorecards to monitor engagement and satisfaction.
• Ability to report ARR, NRR & GRR to leadership. Conduct and review At risk accounts & drive initiatives for better overall CX.
  

Customer Retention & Growth

• Drive strategies for improving customer retention and reducing churn.
• Identify opportunities for upselling or cross-selling, working with the sales team to expand account value.
• Ensure customers achieve measurable success with our products, leading to contract renewals and long-term partnerships.
• Monitor and analyze customer success metrics (e.g., NPS, CSAT, churn rate) and provide actionable insights.
• Work with product teams to communicate customer feedback and drive product enhancements.
  

Cross-functional Collaboration

• Collaborate closely with Sales, Product, and Marketing teams to ensure a unified approach to customer engagement.
• Participate in onboarding new customers, ensuring a seamless transition from sales to customer success.
• Serve as a customer advocate within the organization, ensuring customer feedback informs strategic decisions.
  

Experience

• 5-7+ years of experience in Customer Success, Account Management, or a related role.
• 1-2 years of relevant experience in managing a team of 8-15 members.
• Proven track record of driving customer satisfaction and retention in a B2B or SaaS environment.
• 2-4 years of relevant experience in SaaS.
  

Skills

• Strong leadership, coaching, and mentoring abilities.
• Excellent communication and interpersonal skills with the ability to build strong relationships with customers and internal teams.
• Analytical and problem-solving skills, with the ability to leverage data to drive decision-making.
• Proficiency with customer success software (e.g., Gainsight, Zendesk, Salesforce) and other CRM tools.
• Ability to handle high-pressure situations and customer escalations with poise.
  

Preferred Qualifications

• Experience in SaaS or technology industries.
• Experience with subscription-based models or recurring revenue businesses.
• Knowledge of industry best practices for Customer Success and Retention.