Customer Success Lead

We are looking for a dynamic and experienced Lead Customer Success Manager to join our growing team at [Company Name], a leading provider of SaaS-based marketing solutions. As the Lead Customer Success Manager, you will play a crucial role in ensuring our clients receive maximum value from our platform, driving customer satisfaction, retention, and overall success.

You will lead a team of Customer Success Managers (CSMs), working closely with cross-functional teams to optimize the customer journey, address challenges, and drive product adoption.

Key Responsibilities:

- Team Leadership: Lead, mentor, and manage a team of Customer Success Managers to ensure they are meeting their goals and delivering exceptional service to our clients.

- Customer Relationship Management: Build and maintain strong, long-lasting relationships with key clients, acting as a trusted advisor and ensuring they realize the full potential of our marketing solutions.

- Client Onboarding: Oversee the onboarding process for new customers, ensuring smooth adoption and implementation of our SaaS platform.

- Account Growth & Retention: Proactively manage the health of existing client accounts, identifying opportunities for upsell, cross-sell, and renewals, while minimizing churn.

- Customer Advocacy: Act as the voice of the customer within the organization, advocating for customer needs and working with product, sales, and support teams to ensure continuous improvement of the platform.

- Performance Tracking & Reporting: Track customer success metrics such as NPS, retention rates, customer satisfaction, and product adoption; prepare regular reports to present to senior leadership.

- Process Optimization: Continuously evaluate and optimize customer success processes to ensure efficiency and scalability, leveraging tools and automation where appropriate.

- Training & Development: Provide ongoing training and development to the Customer Success team, fostering a culture of continuous improvement, collaboration, and customerfirst mindset.

- Cross-functional Collaboration: Work closely with sales, product, and marketing teams to ensure customer feedback and insights are incorporated into product development and goto-market strategies.

Key Skills & Qualifications:

- Experience: Minimum 5-7 years of experience in Customer Success, Account Management, or a related field, with at least 2 years in a leadership or managerial role. Experience in SaaS or marketing technology solutions is strongly preferred.

- Leadership Skills: Proven ability to lead, mentor, and develop high-performing teams. Demonstrated success in managing a customer-facing team in a fast-paced environment.

- Client-Facing Expertise: Strong track record of building and maintaining relationships with enterprise-level clients, ensuring satisfaction, retention, and growth.

- Analytical Abilities: Strong analytical and problem-solving skills, with the ability to assess customer health, identify risk factors, and implement effective solutions.

- Communication Skills: Excellent written and verbal communication skills, with the ability to effectively communicate complex ideas to customers and internal stakeholders.

- Process-Oriented: Strong project management and organizational skills, with the ability to handle multiple priorities simultaneously and lead initiatives to improve operational efficiency.

- Technical Proficiency: Familiarity with SaaS platforms, CRM tools (e.g., Salesforce, HubSpot), customer success management tools (e.g., Gainsight, ChurnZero), and data analytics tools.

- Education: Bachelor's degree in Business, Marketing, or a related field. An MBA or equivalent is a plus.

Key Personal Attributes:

- Customer-Centric: Passionate about delivering exceptional customer experiences and ensuring customer satisfaction.

- Results-Driven: Focused on achieving measurable outcomes, including customer retention, expansion, and overall satisfaction.

- Collaborative: A team player with the ability to work cross-functionally and align multiple teams towards common goals.

- Adaptable: Able to thrive in a fast-moving, dynamic SaaS environment and effectively manage change.

- Strategic Thinker: Ability to think long-term and drive initiatives that scale customer success across the organization.