Team Lead

As a Customer Success Team Lead, your day-to-day activities will include:

• Team meetings and coordination

  : Lead regular team meetings, ensuring everyone is aligned and working towards common goals.

• Data analysis and reporting

  : Analyze customer data to identify trends, opportunities, and areas for improvement.

• Cross-functional collaboration

  : Work closely with sales, product, and marketing teams to ensure a cohesive customer experience.

As a Customer Success Team Lead, your performance will be measured by the following KPIs:

• Customer retention rate

  : Monitor the percentage of customers retained over a specific period.

• Net Promoter Score (NPS)

  : Track customer satisfaction through regular NPS surveys.

• Customer Lifetime Value (CLV)

  : Calculate the total value of each customer to the business.

• Churn rate

  : Monitor the percentage of customers who cancel their subscriptions or services.

• Upsell and cross-sell success rates

  : Track the success of efforts to sell additional products or services to existing customers.

  Role & responsibilities