Customer Success Lead

About the role

You will be responsible for leading and running a sub-team of Customer Success Managers and/or Associates and leading the sub-teams revenue within the region. You will help the team handle a portfolio of customers and drive further change to improve the relationships and product and services adoption. This is the ultimate 'player coach' role within the CS function and a great stepping stone for managerial success.

Responsibilities

• Positively lead and handle a sub-team of Customer Success Managers and/or Associates in the region to reach their potential.
• Mentor the sub-team members and run their day to day output and engagement.
• Take ownership of the sub-teams revenue, feature adoption, NPS, expansion (where a CP is not allocated), product feedback, customer experience, on-boarding and collaboration with other teams.
• Coordinate key new customer onboarding.
• Be responsible for line management tasks such as annual reviews, salary rounds and HR/People related topics supported by your Head of region.
• Orchestrate the team to follow our enterprise account management playbooks to delight our customers.
• Become the trusted advisor for your enterprise customers in the sub-team.
• Ensure high quality customer experience to new and existing customers.
• Enhance employee engagement and skills development within the team.
• Improve feature adoption and cross sell services across your customer base.
• Minimize customer churn and increase revenue.
• Identify and take action on bottlenecks and areas of improvement.
• Communicate upwards to your Head of Region optimally on your sub team performance and needs and help the Head of CS develop your sub-region and team.
• Recruit, onboard and development a growing team of CSA’s and CSM’s.

Requirements

A proven track record in Customer Success and/or Sales

The desire to lead people and help them succeed

Phenomenal understanding of the Smartly product and services

Excellent knowledge of the digital marketing and paid social landscape

Strong communication and interpersonal skills

Track record of a commercial approach to enterprise account management

Qualifications

Not specified

Skills

Not specified

Benefits

Five weeks paid time off (PTO), 11 company paid holidays, unlimited sick days

Flexible in-office, hybrid, & remote work options depending on role

Generous healthcare packages & mental health benefits

Monthly wellness benefit and learning reimbursement opportunities

401K plus matching & equity grants for all new Smartlies

Volunteer time off days & company donation matching opportunities

Computer (MAC or PC), phone with plan

Pay

N/A

Schedule

N/A