Customer Success Lead
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As a Customer Success Lead your focus is to oversee the customer success team and for creating and driving programs focused on delivering maximum value to our customers. As an integral link between our Sales and Technical Support teams, you will have a passion for customer success to create the best customer on-boarding experience, setup and deployment, training, and adoption to ensure maximum satisfaction and retention. This role will also drive up-sell opportunities and help manage customer health metrics and satisfaction benchmarks.
Manage a team of Customer Success Managers (CSM) responsible for delivering maximum value to list of named customers, to include on-boarding, training, adoption and renewal.
Implement programs, processes and procedures as necessary to improve the customer experience and foster collaboration within the team and across a customer’s lifecycle.
Measure effectiveness of customer success team by helping to define and manage operational metrics and and track progress against service levels, budgets, etc. Report on these items to key internal and external stakeholders.
Ensure professional service projects are delivered on-time, within budget, and meet customers’ business and technical requirements.
Understand high-level business, functional and technical solution requirements, and be able to facilitate communication and coordinate discussions that drive decisions at the appropriate stage of the process
Liaise with internal partners such as Sales, Technical Support, Product, Marketing and others to create a customer centric culture focused on ensuring customer success.
Retain existing customer base and/or drive expansion as appropriate by influencing higher product adoption and value and ultimate customer satisfaction.
Experience, skills, and education
Bachelor’s degree in Business, Information Technology and/or Engineering preferred
7 + years professional working experience with 5 years in a customer success capacity
Computer Software experience including cloud-based/SaaS solution offerings
Prior experience leading, training, coaching others is preferred but not required
Experience working with large and complex enterprise accounts
Experience in common support tools such as Salesforce, JIRA, Gainsight
Track record in providing transformative customer experiences as well as both retention and customer growth through greater advocacy
Tech-savvy with interest in next-generation customer experience tools and products
Excellent communication and presentation (training) skills.
Comfort with a rapidly evolving work environment; with experience in taking initiative.
Demonstrated ability to create and maintain relationships at all levels of the organization
Strong analytical skills, comfortable working with raw data to drive insights and actions
Solid understanding of project management methodologies, processes, and tools