Client Success Lead
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Job Description
Client Success Lead managing a team of Client Success Managers. Focused on optimizing client experiences and driving retention and growth across customer lifecycle.
Responsibilities:
- Lead, mentor, and develop a team of Client Success Managers, providing coaching, performance management, and career development
- Establish clear team goals, KPIs, and success metrics aligned with company objectives
- Drive consistency and excellence in client engagement, onboarding, adoption, and retention strategies
- Act as an escalation point for complex client issues, ensuring timely and effective resolution
- Monitor client health metrics and proactively identify risks and opportunities across the client portfolio
- Partner with Client Success Managers to develop account strategies that drive retention, expansion, and overall client satisfaction
- Design, implement, and continuously improve client success processes, playbooks, and workflows to increase efficiency and scalability
- Identify gaps in the client journey and lead initiatives to enhance the overall customer experience
- Collaborate with Product and Engineering teams to communicate client feedback and influence product roadmap decisions
- Work closely with Sales and Implementation teams to ensure seamless handoffs and alignment across the customer lifecycle
- Standardize onboarding and adoption frameworks to accelerate time-to-value for clients
- Support forecasting efforts related to renewals, expansions, and churn risk
- Analyze team and client data to generate insights, track performance, and inform strategic decisions
- Maintain visibility into key accounts and keep senior leadership informed of risks, trends, and opportunities
- Drive a culture of accountability, continuous improvement, and client-centric thinking within the team.
Requirements:
- Bachelor’s degree in Business Administration, Sales, or a related field; or equivalent experience
- 5+ years of experience in customer success, account management, or related client-facing roles
- 2+ years of experience managing or leading teams
- Experience in a SaaS environment strongly preferred
- Strong leadership and coaching skills with the ability to develop high-performing teams
- Demonstrated ability to design and improve processes in a client-facing organization
- Experience managing complex client relationships and escalations
- Excellent communication skills, both written and verbal
- Strong analytical and problem-solving abilities, with a data-driven approach to decision-making
- Ability to balance strategic thinking with hands-on execution
- Skilled in stakeholder management and cross-functional collaboration
- Strong organizational and time-management skills, with the ability to manage multiple priorities
- Ability to influence without authority and drive alignment across teams
- Proven ability to learn new technologies quickly and adapt in a fast-paced environment.
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