Customer Success Team Lead
4 weeks ago
Join Perfect Venue in revolutionizing the event management industry. As a Customer Success Team Lead, you will be responsible for managing and leading a high-performing team of Customer Success Managers. Your primary goal will be to ensure customer success and satisfaction by developing and implementing processes and procedures to improve team efficiency and effectiveness.
Key Responsibilities:
- Manage and lead the Customer Success team
- Build and mentor a high-performing team of Customer Success Managers
- Set department goals and objectives and track key performance metrics
- Develop and implement processes and procedures to improve team efficiency and effectiveness
- Provide ongoing training and development opportunities for team members
- Collaborate with other departments to ensure customer success and satisfaction
- Drive customer success and retention
- Ensure customers are onboarded successfully and achieve their desired outcomes
- Proactively identify and address customer challenges or concerns
- Monitor customer health and engagement to proactively identify opportunities for upselling and cross-selling
- Monitor and manage customer renewal process
- Be the voice of the customer
- Collect and analyze customer feedback to drive product improvements
- Advocate for customers, ensuring their feedback and needs are addressed
- Provide exceptional customer support
- Handle escalated customer issues and provide timely and effective resolution
- Ensure customer support inquiries are responded to quickly and professionally
Requirements:
- 3+ years of experience in customer support and implementation at early-stage SaaS startups
- Experience working in restaurant or event technology
- 2+ years of experience in a leadership or management role
- Proven track record of driving customer success and retention
- Excellent organizational and time management skills
- Strong understanding of customer success principles and best practices
- Implemented support tools like Intercom, Zendesk, etc
- Live in San Francisco
Benefits:
- Medical, Vision, and Dental Insurance
- Complimentary One Medical membership for you and your family
- 401(K)
- Flexible PTO
- Company laptop + equipment
- Extremely comfortable company swag (it's really soft)
- Company offsites
Perfect Venue is committed to building a winning team. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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