Lead Customer Success Manager

Responsibilities:
Lead and mentor a team of Customer Success Managers, guiding and training them to ensure top-notch client handling experience and delivering high-value consultations.
Build and maintain strong, long-term relationships with clients, managing overall account responsibilities, including retention and renewals, while ensuring continuous value delivery and customer satisfaction.
Design and implement processes that focus on customer engagement, proactively consulting clients on how to maximize product usage and improve adoption to drive tangible business outcomes.
Identify and capitalize on opportunities to drive customer growth, satisfaction, and retention, while proactively working to expand customer relationships through upsells and referrals.
Create and deliver comprehensive reports on key customer success metrics, including customer satisfaction, performance indicators, churn, revenue per customer and retention, to monitor success and inform strategy.
Collaborate closely with cross-functional teams to address customer queries, resolve issues, and continually improve the overall customer experience.