USATeam Lead, Customer Success
2 мес. назад
USALead
Lead and manage a team of Customer Success Managers to ensure client retention, growth, and satisfaction in a manufacturing-focused predictive maintenance company.
Обязанности
- The Customer Success Team Lead is a strategic, hands-on role responsible for managing and guiding a team of Customer Success Managers (CSMs). This position plays a vital role in scaling our customer success function and ensuring top-tier service delivery, with a focus on client retention, growth, and satisfaction. You'll also foster team development, support strategic initiatives, and help shape the future vision of 's customer success journey.
- This role is located in the United States.
Требования
- 4+ years of experience in customer success, account management, or a related field, with 2+ years in a team lead or supervisory role.
- Proven ability to lead, motivate, and develop a team of customer success professionals, ensuring consistent achievement of customer and business goals.
- Track record of exceeding customer retention and expansion targets, with the ability to build strong, trusted customer relationships.
- Strong organizational and project management skills, with the ability to balance individual customer account management with team leadership responsibilities.
- Fluency in English.
Будет плюсом
- Experience in the manufacturing industry or with predictive maintenance technology.
- Familiarity with CRM platforms (Salesforce preferred) and remote communication tools (Zoom, Slack, etc.).
- Additional language skills beyond English are a plus.
- #LI-REMOTE
- The base salary range for this full-time position is posted below, plus equity and benefits. Variable pay, bonuses, and other cash compensation will be discussed throughout the interview process.
- The salary range was determined by role, level, and location. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range applicable to your location during the hiring process.
- Competitive compensation package including stock options
- Flexible work schedule
- Comprehensive benefits including retirement plan match
- Opportunity to make a real impact every day
- Work with a dynamic and growing team
- Unlimited PTO
Другое
- serves global manufacturers by powering manufacturing uptime through the delivery of an unparalleled condition monitoring experience, with a passion to care about the assets our customers care for every day. We are a devoted and capable team that includes world-renowned engineers and distinguished business leaders united by a common goal – To build the future of predictive maintenance. As we enter the next phase of rapid growth, we are seeking people to help lead the journey.
- Supervise, coach, and develop a team of CSMs, focusing on best practices, account strategies, and growth opportunities.
- Drive career progression within the team, ensuring each CSM has a clear development path and regular access to professional growth opportunities.
- Conduct regular check-ins, performance reviews, and professional development sessions with team members.
- Monitor key customer success metrics (e.g., NPS, retention, and account health), identifying and implementing corrective actions when needed.
- Support team members in contract renewals and upsell/cross-sell initiatives, assisting with escalations as necessary.
- Collaborate with the Director of Customer Success to implement and evolve processes, playbooks, and SOPs that enhance team efficiency and client satisfaction.
- Coach CSMs to drive strong account health, proactively identifying risks and implementing solutions to address potential issues.
- Guide the team to conduct regular business reviews and strategic planning sessions that align with client goals and surface growth opportunities.
- Collaborate closely with Product, Engineering, and Sales teams to deliver consistent value and address customer needs and expectations.
- Partner with the Product team to provide client-driven feedback, prioritize requests, and support the rollout of new features.
- Work with Marketing and Sales to align on customer goals related to CARR (Contracted Annual Recurring Revenue) and ARR (Annual Recurring Revenue) targets.
- Help implement tools and processes that increase team efficiency and streamline customer communications and support.
- Contribute to strategic projects aimed at improving the customer experience, account management practices, and scaling customer success operations.
- Actively participate in developing customer-facing resources and documentation that enhance onboarding, training, and account management.