A software development company is looking for a Customer Success Team Leader (CS TL) to oversee the Customer Success team, ensuring high levels of customer satisfaction, retention, and growth. This role includes managing a portfolio of clients, leading the Customer Success team, and collaborating with various departments to drive overall success for customers.
Responsibilities: Team Leadership:Lead and manage a team of Customer Success Managers (CSMs).Hold regular meetings with team members to provide mentorship and guidance.Design and implement training programs to enhance the team's skills.Cultivate a positive and collaborative team environment.Customer Portfolio Management:Take ownership of the client portfolio/book of business.Schedule regular meetings with customers.Increase customer engagement, product adoption, and system utilization.Monitor the health of the portfolio to retain customers.Manage at-risk customers and oversee new customer onboarding and validations.External Interactions:Facilitate the transition from sales to onboarding for new customers.Collaborate with other teams to ensure a seamless customer experience.Work closely with Technical Account Managers (TAM), support teams, engineering, product, and data teams.Onboarding and Ongoing Success:Develop and implement onboarding strategies for new customers within 30 days.Conduct kickoff meetings with customers.Establish best practices and procedures for customer success.Create and maintain dedicated playbooks for customer success.Portfolio Development:Expand the business book through customer visits, quarterly business reviews (QBRs), and monthly business reviews (MBRs), while identifying opportunities for expansion.Drive customer expansion sales and take ownership of the portfolio.Reporting and Communication:Provide visibility using platforms like Help Scout (HS) and Slack.Report to senior management.Implement strategies and directives for the team.Interfaces and Dependencies:Identify and manage key interfaces and dependencies to support the success of the CS TL role.Ensure the team leader knows whom to contact within the organization for various needs.Requirements: Proven experience as a Customer Success Manager or in a similar role.Strong leadership and team management abilities.Excellent communication and interpersonal skills.Effective collaboration with cross-functional teams.Proficient in using customer success software and tools (e.g., HubSpot, Slack).Strong analytical and problem-solving capabilities.Ability to multitask and prioritize effectively.Experience in the retail and SaaS industries.Success Factors: Customer-Centric Mindset: Deep understanding of customer needs and a strong commitment to customer satisfaction.Analytical Skills: Ability to analyze data and derive actionable insights.Technical Proficiency: Familiarity with SaaS platforms and the ability to explain technical concepts to customers.Project Management: Strong organizational skills to manage multiple projects and priorities effectively.Leadership Development: Ongoing training and development to enhance leadership skills.Commercial Perspective: Sales driven by expertise and positioned as a trusted advisor.Analytical Insight: A consultative approach that utilizes data for compelling storytelling.Job Types: Full-time, Permanent
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