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Customer Success Team Lead

2 months ago

New York, New York, United States ActiveFence Ltd Full time

**About the Role**

We are seeking an experienced Customer Success Team Lead to join our team at ActiveFence Ltd. As a Customer Success Team Lead, you will be responsible for leading a team of experts working with leading technology companies across various business sectors.

**Key Responsibilities:**

  • Grow and manage our Customer Success team.
  • Assist in building the methodology and structure of our customer success processes.
  • Lead the relationship with our key accounts (Fortune 500 companies).
  • Establish and develop relationships with key people within customer organizations.
  • Head a team to manage the retention and growth of ActiveFence customer base.
  • Assist and empower our customers to utilize ActiveFence solutions fully.
  • Support and sustain a consistent feedback loop with ActiveFence customers.
  • Ensure fulfillment of the most impactful deliverables to support the achievement of our customers Trust & Safety goals.
  • Identify risks and obstacles for customers in achieving their Trust & Safety objectives and proactively advise on how best to mitigate them.
  • Become our customers trusted advisor and consultant, understanding their operations, goals, and challenges and constantly providing new value.
  • Assist in refining and developing ActiveFence's customer health score, ensuring its effective implementation.
  • Identify expansion opportunities facilitating development and materialization of account growth.
  • Be responsible for onboarding new customers and advising on product usage best practices to our growing client base.
  • Work alongside Product, Sales, Marketing, Intelligence, and R&D teams to orchestrate the implementation process of cross-functional solutions for new and existing customers.
  • Provide consistent customer feedback to Intelligence and Product teams to improve our solutions.

**Requirements:**

  • At least 5 years of Customer Success or account management experience in SaaS or technology services companies.
  • 2 years of relevant managerial experience in technology companies.
  • Perfect English - written & verbal.
  • Tech-savvy, able to deeply understand complicated topics and convey them in a simple manner to an audience.
  • Mission-oriented and passionate about doing good.
  • Amazing attention to detail.
  • Excellent presentation, communication, and storytelling skills.
  • Excellent project management skills.
  • Experience managing and strategically growing six and seven-figure enterprise customer spend.

**Preferred:**

  • Experience working at early-stage companies - strong preference.
  • Experience in any of the following: OSINT, cyber, malware, adware, counter-terrorism, and Info-ops.
  • Experience in any of the following: Consulting, Product Management or Product marketing.
  • Entrepreneurial experience.