Customer Success Team Lead

The CSM Team Lead is a leadership position responsible for managing and guiding the Account Management team. This role involves driving customer retention strategies, ensuring the team meets their quotas, and helping the team grow their book of business. The CSM Team Lead will play a crucial role in maintaining strong customer relationships and enhancing customer satisfaction.

Team Leadership:

• Lead, mentor, and develop a team of Account Managers.

• Set performance goals and conduct regular performance reviews.

• Foster a collaborative and high-performance team culture.

• Customer Retention:

• Develop and execute customer retention strategies to ensure long-term satisfaction and loyalty.

• Work with the team to assist customers in adopting more features, optimizing the platform, and cross-selling new products.

Quota and Book of Business Management:

• Ensure the team meets and exceeds sales targets and quotas.

• Monitor and manage the growth of the team’s book of business.

• Develop strategies to maximize customer engagement and revenue.

Customer Experience Enhancement:

• Continuously improve customer experience by gathering feedback and implementing enhancements.

• Establish and maintain relationships with key stakeholders.

• Address escalated customer issues and provide effective solutions.

Collaboration and Reporting:

• Collaborate with the Sales, Product, and Marketing teams to align customer success initiatives with company goals.

• Provide regular reports on team performance, customer feedback, and improvement initiatives to senior management.

Qualifications:

• Proven experience in account management, customer success, or a related field, preferably in the technology or SaaS industry.

• Demonstrated leadership skills with experience in managing and developing teams.

• Excellent communication skills, both verbal and written.

• Strong problem-solving and analytical abilities.

• Ability to multitask and prioritize tasks effectively in a fast-paced environment.

• Customer-focused mindset with a deep understanding of customer experience and service.

• Experience with ecommerce platforms and post-purchase solutions is a plus.