Job Description:

As a Team Lead of the Client Success Team, you will play a critical role in ensuring the success and satisfaction of our clients. You will lead a team of Client Success Managers (CSMs) and work closely with cross-functional teams to deliver exceptional service, maintain long-term relationships, and drive revenue growth. Your primary responsibility will be to support and guide the CSMs in their efforts to exceed client expectations and achieve business goals.

Responsibilities:

1. Leadership and Team Management:

• Lead, motivate, and coach a team of Client Success Managers.
• Set performance goals and provide regular feedback, performance evaluations, and career development opportunities.
• Foster a positive team culture that promotes collaboration, innovation, and excellence.

1. Client Relationship Management:

• Build and maintain strong relationships with key clients, understanding their needs and objectives.
• Ensure high client satisfaction by monitoring client interactions and resolving escalated issues.
• Collaborate with clients to identify growth opportunities, drive upselling and cross-selling initiatives.

1. Strategy and Planning:

• Develop and execute strategies to meet or exceed client retention, expansion, and revenue targets.
• Collaborate with other teams (sales, marketing, product) to align client success initiatives with overall business objectives.
• Stay up to date with industry trends, best practices, and competitor activities to identify areas for improvement.

1. Process Improvement and Optimization:

• Identify opportunities to enhance the client onboarding and ongoing support processes.
• Develop and implement scalable systems, tools, and resources to improve team efficiency and effectiveness.
• Analyze client data, metrics, and feedback to identify areas for improvement and drive continuous improvement efforts.

1. Communication and Collaboration:

• Act as a liaison between clients and internal teams, ensuring effective communication and alignment.
• Collaborate with the sales team to support the renewal and expansion of client contracts.
• Share client insights, trends, and success stories with the broader organization.

Requirements:

• Bachelor's degree in business administration, marketing, or a related field (or equivalent experience).
• Proven experience in a client success or account management role, with at least 2 years in a leadership or team management position.
• Strong understanding of customer success principles and methodologies.
• Excellent communication, negotiation, and presentation skills.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Familiarity with CRM software and customer support tools.
• Demonstrated ability to build and maintain strong client relationships.
• Team player with a collaborative and solutions-oriented approach.