Team Lead - Customer Success

Responsibilities

• Drive upsell and cross-sell initiatives to maximize customer value.
• Implement strategies for revenue retention and expansion within the existing customer base.
• Monitor and improve product adoption rates among customers.
• Develop and execute churn management strategies to minimize customer attrition.
• 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.
• 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.
• Oversee the onboarding process for new clients, ensuring a satisfactory experience.
• Develop and refine onboarding procedures to facilitate future upsell and cross-sell opportunities.
• 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.
• Collaborate with other departments, including Sales, Product, and Support, to ensure a seamless customer experience.
• Communicate effectively with team members, management, and customers.
  

Requirements

• Bachelor's degree in Business Administration, Marketing, or a related field.
• 4+ years of experience in customer success and account management.
• 2+ years of prior experience in a team lead or management role.
• Proven experience in customer success, account management,
• Proven team management experience.
• 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