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Customer Success Team Lead

4 months ago

San Angelo, Texas, United States TCP Full time

TCP is committed to cultivating a diverse and inclusive team. However, we are not able to sponsor visas for this role.

About TCP (TimeClock Plus):

For more than 30 years, TCP has helped organizations engage their people by providing flexible, mobile timekeeping and workforce management solutions. Trusted by tens of thousands of customers and millions of users, TCP delivers best-in-class technology and personalized support to organizations of all sizes in the public and private sector to meet their complex timekeeping, employee scheduling, leave management and other workforce needs. Growth is happening and our vision for a successful future is clear - We'd love for you to join us on this journey For more information on TCP, visit or follow us on LinkedIn or Facebook.


Role Overview: As the Team Lead of Customer Success and Retention, you will be a pivotal force in ensuring the success and satisfaction of our enterprise-level customers. You will lead a team of Retention Specialists and Customer Success Managers, working closely with cross-functional teams to guarantee smooth customer onboarding, adoption, value realization, and retention. Your strategic thinking, leadership skills, and comprehensive understanding of customer needs will play a crucial role in shaping our customer success strategy and fostering enduring relationships with our clients.

Responsibilities:

  • Lead and mentor a team of Retention Specialists and Customer Success Managers, providing guidance, coaching, and performance feedback.
  • Oversee the entire customer lifecycle, from onboarding to renewal, ensuring consistent delivery of exceptional value and service.
  • Collaborate with Enterprise Account Executives to identify expansion opportunities and develop strategies for organic growth within existing accounts.
  • Conduct regular strategic account reviews with senior-level stakeholders to ensure alignment of our solutions with their evolving business needs.
  • Develop and implement customer success strategies, best practices, and processes to enhance overall customer satisfaction and retention rates.
  • Drive cross-functional collaboration with Product, Sales, and Technical teams to address customer challenges and promote continuous improvement.
  • Maintain a deep understanding of our products, industry trends, and competitive landscape to provide strategic insights and recommendations to customers.
  • Establish and monitor key performance indicators (KPIs) to track customer health, product adoption, and overall success.

Requirements:

  • Bachelor's degree in IT, business, or related field; Master's degree preferred.
  • 3+ years of progressive experience in customer success, account management, or related roles in the SaaS industry.
  • Proven track record of managing and growing enterprise-level customer relationships.
  • Strong leadership skills with experience in leading and developing high-performing customer success teams.
  • Exceptional communication and presentation skills, with the ability to engage with senior-level executives.
  • Data-driven mindset with the ability to analyze customer data and draw actionable insights.
  • Experience working with , advanced proficiency in MS PowerPoint and Excel.
  • Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.

Bonus Qualifications:

  • Prior experience with Human Capital Management (HCM) applications.
  • Familiarity with collaborating alongside Technical Success Managers or Technical Account Managers.
  • Availability to work in Mountain or Pacific Time Zones.
  • Experience managing customer success teams across different geographic regions.

Benefits:

  • Competitive salary
  • 20 Days of PTO (Paid Time Off) and 13 days of companywide holidays
  • 8 hours to volunteer and impact the community
  • Comprehensive benefits (Health/Dental/Vision/ 401K)
  • The work/life set up you need to be successful

TCP is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.