Job Overview:
We are seeking an experienced, hands-on Customer Success Leader to lead and manage the entire customer journey. This includes overseeing customer onboarding, ensuring success throughout their lifecycle, and providing continuous support. The ideal candidate will possess both strategic leadership capabilities and hands-on expertise in customer success, enabling them to effectively manage and guide a team of Enterprise Support Managers while directly contributing to the customer success efforts.

Qualifications:

• Experience: 4+ years in customer success, account management, or a related field, with at least 3 years in a leadership role managing a team. Early-stage experience is a major plus!
• Skills:
• Strong leadership and people management skills, with a focus on process management.
• Proven experience in customer onboarding, support, and success strategies, particularly in the SaaS or tech industry.
• Excellent communication and interpersonal skills, with the ability to build strong relationships at all levels of an organization.
• Strong problem-solving abilities and a customer-first mindset.
• Hands-on experience working with enterprise clients and resolving complex issues.

Key Responsibilities:

1. Customer Success & Onboarding:
• Lead the customer onboarding process, ensuring a smooth and effective transition for new clients onto the platform.
• Develop and implement strategies to accelerate time-to-value for customers.
• Proactively engage with customers to understand their goals, provide best practices, and ensure ongoing alignment with our platform to achieve customer success.
2. Team Leadership & Development:
• Set clear team goals and KPIs, track performance, and provide regular coaching and feedback to maximize the team's impact.
• Foster a collaborative, high-performance team culture focused on delivering value to customers.
• Lead, mentor, and develop a team, ensuring they deliver exceptional service and drive success for our customers.
3. Customer Retention & Satisfaction:
• Monitor customer health metrics and intervene when needed to prevent churn and ensure customer satisfaction.
• Serve as the customer advocate within the company, ensuring feedback is communicated to relevant departments and product teams.
• Develop and maintain strong, long-term relationships with customers, acting as the trusted advisor for their ongoing needs and growth.
4. Customer Support:
• Actively manage customer escalations, addressing complex issues and ensuring resolutions are timely and effective.
• Provide hands-on customer support, resolving technical issues and ensuring customer inquiries are addressed promptly.
5. Cross-Functional Collaboration:
• Work closely with Sales, Product, and Marketing teams to ensure customer feedback is incorporated into product development and marketing strategies.
• Partner with the Sales team to identify opportunities for expansion and upsell within existing customer accounts.
• Drive customer success initiatives in collaboration with other departments to improve the overall customer experience.
6. Metrics & Reporting:
• Analyze customer success data and deliver insights to leadership on customer health, engagement, and satisfaction.