Lead Customer Success Manager

2 weeks ago


San Francisco, California, United States OnHires Full time

About OnHires:

OnHires is a leading provider of liquidity and technology solutions tailored for the cryptocurrency and foreign exchange (FX) sectors. Our expertise lies in delivering B2B services and products to a diverse clientele, including licensed brokers, crypto exchanges, forex brokers, hedge funds, and professional managers. Our robust suite of ready-to-deploy technical solutions empowers brokers to streamline their operations, allowing them to focus on expanding their client base and enhancing revenue streams.

We are in search of a proactive and results-driven Customer Success Team Leader to drive our customer growth and retention initiatives. The ideal candidate will possess extensive experience in building and leading high-performing account management teams. This pivotal role is essential for maximizing customer lifetime value through increased product adoption, elevated trade volumes, and overall customer satisfaction.

Key Responsibilities

Team Leadership and Development:


• Cultivate, develop, and mentor a high-achieving team of Account Managers.

• Establish clear performance benchmarks, provide ongoing coaching, and conduct performance evaluations.

• Identify training requirements and design training programs to enhance team skills.

• Promote a collaborative and supportive team culture focused on client success.

Customer Growth and Retention:


• Formulate and implement strategies to boost customer trade volumes, product adoption, and lifetime value.

• Lead by example in engaging in value-driven discussions with key clients to uncover upsell and cross-sell opportunities.

• Collaborate with sales and product teams to ensure a seamless customer experience.

• Monitor customer health metrics and proactively address client needs and concerns.

Customer Satisfaction and Issue Resolution:


• Oversee customer satisfaction metrics and initiate programs to enhance the customer experience.

• Develop and enforce effective escalation procedures to resolve customer issues swiftly and professionally.

• Build strong relationships with clients to establish trust and credibility.

Team Performance and Efficiency:


• Track key performance indicators (KPIs) for the team, including customer retention, expansion, and satisfaction metrics.

• Streamline team processes and resource allocation to maximize efficiency and productivity.

• Utilize CRM and other tools to effectively manage customer data and monitor team performance.

Qualifications


• Demonstrated experience in managing and leading a customer success team within a B2B context.

• Strong comprehension of the financial services sector and trading platforms.

• Exceptional communication, interpersonal, and presentation abilities.

• Capacity to forge strong relationships with clients and internal stakeholders.

• Strong analytical and problem-solving capabilities.

• Proficiency in CRM and customer success management tools.

• Bachelor's degree or equivalent professional experience.

Preferred Skills


• Experience in the B2B SaaS sector.

• Familiarity with customer success methodologies and best practices.

• Experience in data analysis and reporting.

What We Offer


• Competitive salary and comprehensive benefits package.

• Opportunities for professional growth and development.

• A dynamic and collaborative work environment.

If you are a dedicated customer advocate with a proven history of success, we encourage you to consider this opportunity.



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