Customer Success Lead

7 days ago


Vienna, Virginia, United States Merlin International, Inc. Full time
About the Role

Merlin International, Inc. is seeking an experienced Customer Success Lead to join our team.

Job Summary

We are looking for a proactive and customer-centric professional with at least two years of experience in customer success or a related field to ensure the long-term success and satisfaction of our customers.

Key Responsibilities:
  • Build and maintain strong relationships with customers, acting as their trusted advisor and point of contact for all their needs.
  • Proactively monitor customer health and engagement, identifying and addressing potential issues to ensure high retention and satisfaction rates.
  • Act as the voice of the customer within the organization, providing feedback to product, sales, and support teams to improve customer experience and drive product enhancements.
  • Help customers achieve their desired outcomes by understanding their business objectives and providing tailored guidance on best practices and product usage.
  • Partner with the sales team to drive renewals and identify opportunities for account expansion, upselling, and cross-selling.
  • Track and report on customer success metrics, including adoption, usage, satisfaction, and retention rates.
  • Continuously improve customer success processes and workflows to deliver a seamless and efficient customer experience.
Requirements:
  • Experience: Minimum of 2 years of experience in a customer success, account management, or customer support role, preferably in a SaaS or technology environment.
  • Candidate must have excellent verbal and written communication skills, with the ability to present complex information clearly and effectively.
  • Demonstrated ability to build strong relationships with customers and deliver exceptional customer service.
  • Strong problem-solving skills with a proactive approach to addressing customer needs and challenges.
  • Comfortable using CRM software (e.g., Salesforce, HubSpot) and other customer success tools (e.g., Gainsight, ChurnZero) to manage and analyze customer data.
  • Ability to work collaboratively across teams and departments to achieve customer success goals.
Benefits:
  • Competitive salary ($95,000 - $125,000 per year)
  • Comprehensive health, dental, and vision insurance
  • 401(k) with company match
  • Paid time off and holidays
  • Professional development and growth opportunities
  • Flexible work arrangements
About Merlin International, Inc.

A network of companies that invests in, enables, and scales technology companies with disruptive cyber solutions.



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