Customer Success Team Leader

hace 7 días

Buenos Aires, Argentina Urban Recruits A tiempo completo

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.

Key Interfaces and Dependencies:

- Sales Team: For smooth handoffs of new customers and collaboration on upsell and cross-sell opportunities.
- Technical Account Managers (TAMs): For technical expertise and issue resolution.
- Support Team: For timely resolution of customer issues and proactive assistance.
- Engineering Team: For product enhancements and bug fixes.
- Product Team: For feature requests and alignment with the product roadmap.
- Data Team: For analytics and reporting.
- Finance Team: For customer billing and financial reporting.
- HR Team: For recruitment, onboarding, training, and employee development.

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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