Customer Success Team Lead
2 weeks ago
We are seeking a seasoned leader to join our Customer Success Team as a Manager of Customer Experience. As a key member of our team, you will be responsible for driving customer satisfaction, retention, and growth across our product portfolio.
As a Manager of Customer Experience, you will lead and coach a team of professionals responsible for delivering exceptional customer experiences with OpenTech's self-storage technology solutions. You will play a key role in fostering long-term customer relationships, increasing product adoption, and ensuring the success of customers across our product portfolio.
Key Responsibilities- Manage and mentor the Customer Success Team to achieve high levels of customer satisfaction, retention, and product adoption across all OpenTech technologies.
- Drive key metrics directly impacted by the Customer Success Team, including customer onboarding success rate, customer retention, churn rate, product adoption, upsell/cross-sell opportunities, and overall customer lifetime value (CLV).
- Oversee the day-to-day operations of the Customer Success Team, including hiring, training, and performance evaluations.
- Serve as the highest point of escalation for customer issues, ensuring quick and effective resolutions.
- Collaborate closely with Sales to support high-quality customer prospects and ensure a seamless transition through the customer journey.
- Monitor, analyze, and report on Customer Success KPIs regularly, such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Monthly Recurring Revenue (MRR).
- Present findings in Monthly Business Reviews (MBRs).
- Identify areas for process improvement, project planning, and implement strategic actions for continuous development.
- Use a data-driven approach to monitor and analyze customer behavior, product usage trends, and team performance to inform decision-making.
- Collaborate with Product and Engineering teams to ensure product features meet customer needs and facilitate smooth technology rollouts.
- Proactively identify at-risk customers and develop strategic plans for retention.
- Manage customer feedback loops to continuously improve the customer experience.
- Ensure the team meets deadlines and fulfills commitments made to customers and internal stakeholders, fostering accountability and maintaining trust.
- Stay updated on industry trends and incorporate relevant insights into the Customer Success strategy.
- Bachelor's degree in a related field from a four-year college or university, or equivalent work experience.
- 3-5 years of managerial experience in a customer-facing role within a fast-growing technology and service-driven company.
- Proven ability lead and coach a team of 5-10 direct reports, with strong mentoring and leadership skills.
- Excellent communication and problem-solving abilities.
- Experience with customer success metrics and KPI analysis.
- Proficiency in CRM systems and customer success platforms; familiarity with D365 (Microsoft Dynamics 365) is a plus.
- Strong collaboration skills, with the ability to work cross-functionally to resolve customer issues and improve processes.
- Ability to manage customer feedback systems and implement solutions based on Voice of the Customer insights.
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