Team Leader - Customer Success

Job Overview:

The Customer Success Team Leader will oversee a team of Customer Success Managers (CSMs), guiding them to deliver exceptional service and ensure customer satisfaction, retention, and growth. This role requires a strong leader with deep experience in customer success, excellent communication skills, and a passion for helping customers succeed.

Key Responsibilities:

• Leadership & Team Development:
  
• Lead, mentor, and motivate a team of Customer Success Managers (CSMs) to achieve team and individual performance targets.
• Conduct regular 1:1s, performance reviews, and provide constructive feedback to enhance team performance.
• Provide guidance and coaching to help CSMs resolve complex customer issues and drive customer satisfaction.
• Foster a collaborative and customer-centric team culture focused on delivering results.
• Customer Relationship Management:
  
• Develop and maintain strong relationships with key customers, ensuring their needs and expectations are met.
• Collaborate with CSMs to manage high-value or high-risk accounts and drive customer retention strategies.
• Ensure that CSMs are proactively identifying upsell/cross-sell opportunities and advocating for customer needs within the company.
• Strategy & Process Improvement:
  
• Establish and monitor key customer success metrics (CSAT, NPS, retention rates, etc.) and work with the team to improve these outcomes.
• Collaborate with other departments (Sales, Product, Support) to drive a seamless customer experience.
• Assist in the development and implementation of customer success strategies, processes, and best practices to ensure the teams success.
• Work closely with leadership to align customer success goals with company objectives.
• Customer Advocacy & Retention:
  
• Drive initiatives that increase customer loyalty, satisfaction, and lifetime value.
• Act as the voice of the customer to influence product and service improvements.
• Lead escalations for critical customer issues, ensuring timely resolution.
• Reporting & Analytics:
  
• Analyze team performance and customer data to identify trends, challenges, and opportunities.
• Provide regular reporting on team performance, customer health, and retention metrics to leadership.

Required Skills & Qualifications:

• 5+ years of experience in customer success, account management, or related customer-facing roles.
• 2+ years of leadership experience, preferably managing a team of CSMs or similar roles.
• Proven ability to lead, motivate, and develop a team in a fast-paced, dynamic environment.
• Strong problem-solving, analytical, and decision-making skills.
• Excellent communication and interpersonal skills, with the ability to build relationships with customers and internal teams.
• In-depth understanding of customer success methodologies and best practices.
• Ability to thrive in a customer-centric, results-driven environment.

Preferred Skills & Qualifications:

• Experience in the [industry, e.g., SaaS, Tech, Healthcare] industry.
• Knowledge of CRM tools such as Salesforce, HubSpot, or others.
• Experience with customer success software (e.g., Gainsight, ChurnZero, etc.).
• Strong project management skills and experience with cross-functional teams.

Benefits:

• Competitive salary and bonus structure.
• Comprehensive benefits package including health insurance, 401(k), and paid time off.
• Opportunities for career development and growth.
• A dynamic and supportive work environment.