Customer Success Lead

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:

• Lead the customer success team to ensure clients receive maximum value from our services.

• Develop and implement customer success strategies focused on retention, satisfaction, and upselling opportunities.

• Build strong relationships with clients by understanding their business needs and providing tailored solutions.

• Act as the primary point of contact for escalations and complex client queries.

• Monitor customer health scores, usage data, and feedback to anticipate risks and opportunities.

• Drive client onboarding, training, and ongoing support to ensure smooth adoption of services.

• Collaborate with sales, product, and marketing teams to align customer success strategies with business goals.

• Regularly track and report on key performance metrics, including churn rate, NPS, and account growth.

• Mentor, coach, and develop the customer success team to ensure high performance and professional growth.

Requirements:

• Bachelors degree in Business Administration, Marketing, Communication, or a related field (Masters preferred).

• Proven experience (3 - 5+ years) in Customer Success, Account Management, or Client Relationship Management (preferably in a leadership role).

• Strong leadership, problem-solving, and team management skills.

• Excellent communication and interpersonal skills with the ability to build trust with clients.

• Strong analytical skills with experience using CRM tools (HubSpot, Salesforce, Zoho, etc.).

• Ability to handle high-pressure situations and manage escalations effectively.

• A customer-first mindset with a passion for delivering outstanding service.