Customer Success Lead
Customer Success Lead
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Job Description
We are looking for an experienced and motivated Customer Success Lead to join our team. The ideal candidate will be responsible for ensuring customer satisfaction building long-term client relationships and driving retention and growth. This role requires a proactive individual who can understand customer needs provide solutions and lead a team to deliver exceptional client experiences.
Key Responsibilities:
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Lead the customer success team to ensure clients receive maximum value from our services.
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Develop and implement customer success strategies focused on retention satisfaction and upselling opportunities.
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Build strong relationships with clients by understanding their business needs and providing tailored solutions.
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Act as the primary point of contact for escalations and complex client queries.
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Monitor customer health scores usage data and feedback to anticipate risks and opportunities.
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Drive client onboarding training and ongoing support to ensure smooth adoption of services.
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Collaborate with sales product and marketing teams to align customer success strategies with business goals.
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Regularly track and report on key performance metrics including churn rate NPS and account growth.
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Mentor coach and develop the customer success team to ensure high performance and professional growth.
Requirements:
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Bachelors degree in Business Administration Marketing Communication or a related field (Masters preferred).
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Proven experience (35 years) in Customer Success Account Management or Client Relationship Management (preferably in a leadership role).
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Strong leadership problem-solving and team management skills.
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Excellent communication and interpersonal skills with the ability to build trust with clients.
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Strong analytical skills with experience using CRM tools (HubSpot Salesforce Zoho etc.).
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Ability to handle high-pressure situations and manage escalations effectively.
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A customer-first mindset with a passion for delivering outstanding service.
Employment Type
Full Time
