Customer Success Team Lead
4 weeks ago
About the Role
We are seeking a seasoned Customer Success Team Lead to join our team at Dynamo AI. As a key member of our Customer Success organization, you will be responsible for fostering long-term relationships with our clients, ensuring their success and satisfaction with our AI solutions, along with driving customer retention and growth.
Key Responsibilities
- Build and lead a high-performing Customer Success team, providing guidance and support to ensure the team delivers exceptional service and support to our clients.
- Develop and maintain relationships with key clients, serving as the primary point of contact for escalations and strategic discussions.
- Oversee the customer onboarding process to ensure a smooth transition from Sales to Customer Success, implementing strategies that drive product adoption and utilization.
- Act as the voice of the customer within the company, ensuring that customer feedback is heard and acted upon to improve product offerings and customer experience.
- Develop and execute strategies to increase customer retention and reduce churn, identifying upsell and cross-sell opportunities by understanding customer needs and aligning them with our product offerings.
- Establish key performance indicators (KPIs) for the Customer Success team and regularly track and report on these metrics to assess team performance and customer health.
- Cross-functional collaboration with Sales, Product Management, and Engineering teams to ensure alignment between customer requirements and product development.
- Identify areas for improvement in the customer experience and customer success processes, driving continuous improvement and innovation.
Requirements
- Bachelor's degree in Business Administration, Marketing, or a related field.
- At least 8-10 years of experience in customer success or a related field, with a proven track record of leading a customer success team in a technology-driven environment.
- Strong understanding of customer success metrics and the ability to link them to business outcomes.
- Excellent interpersonal and communication skills, with the ability to build relationships and influence both customers and internal stakeholders.
- Demonstrated ability to manage and inspire a team in a dynamic and fast-paced setting.
- Proficient in CRM and Customer Success software platforms such as Salesforce or Hubspot.
Compensation
$150,000 - $180,000 a year
Job ID
J-18808-Ljbffr
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