Customer Success Team Lead
hace 3 días
We're seeking a highly motivated and experienced customer success team lead to join our fast-growing company. As a key member of our customer success team, you will be responsible for leading a team of 3-6 customer success managers who work with our advanced and enterprise customers.
Key Responsibilities
- Drive customer engagement, product usage, and retention by implementing scalable processes that help our customers provide exceptional support.
- Manage, support, and coach 3-6 CSMs, including reviewing and acting as a point of escalation for customer engagements.
- Create and execute scalable processes to improve customer engagement, CSAT, product usage, and retention.
- Assess customer sentiment and uncover opportunities to improve customers' support performance and product usage.
About You
- 2+ years managing or 5+ years in a CSM or other customer-facing role for a high-growth SaaS company.
- Demonstrated ability leading a customer-facing team, helping your team prioritize and manage their book of business, develop and drive best practices, and drive deep strategic value for customers.
- Proven track record of owning and hitting team metrics.
- Passionate about developing people and coaching your team.
- High energy leader with excellent cross-functional collaboration skills to drive customer initiatives.
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