Customer Success Leader
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Job Description
Customer Success Leader managing operational strategies and team performance for an international trading brokerage. Focusing on high-performance and scalable operations.
Responsibilities:
- Lead, develop and monitor the team's performance.
- Conduct structured feedback and ongoing follow-up.
- Build individual and collective development plans.
- Develop new leaders within the operation.
- Foster a high-performance, collaborative and accountable environment.
- Design and optimize internal processes.
- Ensure operational efficiency and scalability of the area.
- Map bottlenecks, propose improvements and track their implementation.
- Develop documentation, workflows, training and best practices.
- Ensure compliance with SLAs and department KPIs.
- Define, monitor and analyze operational metrics.
- Ensure productivity, quality and efficiency of customer service.
- Promote continuous improvement driven by data.
- Manage production capacity and the intelligent distribution of work.
- Work closely with the team and the operation.
- Serve as a reference for attitude, commitment and execution.
- Be present for the team's day-to-day challenges.
- Report results, risks and opportunities to the executive board.
- Anticipate issues before they impact operations.
- Present action plans and structured solutions.
- Lead continuous improvement projects and the evolution of the department.
Requirements:
- Previous experience leading operational or Customer Success teams.
- Experience in project management and implementing improvements.
- Experience building or restructuring processes.
- Strong communication skills and conflict management.
- Experience with metrics, targets and performance monitoring.
- Hands-on profile, able to operate both strategically and operationally.
- Ability to develop people and build high-performance teams.
- Advanced English.
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