Client Success Team (Team Lead)

Skills:
Communication, Client Management, CRM,

As a Client Success Team Lead, you will be responsible for leading a team of Client Success Managers (CSMs) and ensuring the success and satisfaction of our clients. You will play a crucial role in managing client relationships, driving adoption and utilization of our products or services, and ultimately, ensuring client retention and growth. You will work closely with cross-functional teams, including sales, product, and support, to align efforts and deliver exceptional client experiences.

Key Responsibilities

Team Leadership:

• Lead and mentor a team of Client Success Managers, providing guidance, coaching, and support.
• Set performance goals and expectations for the team, and regularly review progress, providing feedback and recognition.
• Foster a collaborative and high-performance culture within the team.
  
  

Client Relationship Management

• Build and maintain strong relationships with key clients, serving as their primary point of contact.
• Understand clients' business objectives, challenges, and requirements, and develop strategic plans to address their needs.
• Proactively identify opportunities to drive client success, upsell or cross-sell additional products or services.
  
  

Client Success Strategy

• Develop and execute client success strategies, in collaboration with the management team, to maximize client satisfaction, retention, and growth.
• Define and track key performance metrics and indicators for the team and individual CSMs, ensuring goals are met or exceeded.
  
  

Customer Onboarding And Adoption

• Oversee the onboarding process for new clients, ensuring a smooth transition and successful adoption of our products or services.
• Work closely with clients to understand their implementation needs and provide guidance and support throughout the process.
• Monitor client usage and adoption of our solutions, identifying any barriers and proactively addressing them.
  
  

Cross-functional Collaboration

• Collaborate with sales teams to support upsell and renewal efforts, and provide insights and feedback on client needs and preferences.
• Liaise with product and support teams to address client feedback, communicate enhancement requests, and drive product improvement initiatives.
• Contribute to the development and improvement of client success processes, tools, and best practices.
  
  

Requirements

• Bachelor's degree in business, marketing, or a related field (or equivalent experience).
• Proven experience in a client success or account management role, preferably in a B2B SaaS or technology company.
• Strong leadership skills with the ability to motivate and inspire a team.
• Excellent communication and interpersonal skills, with the ability to build relationships and influence at all levels.
• Analytical mindset, comfortable working with data and metrics to drive decision-making.
• Strategic thinker with a customer-centric approach.
• Proactive problem-solving skills and ability to thrive in a fast-paced environment.
• Familiarity with CRM software and client success platforms is a plus.