Job Description

As a Customer Success Lead, in addition to your foundational Level 1 skills, you will focus on your ability to teach CS and positively influence CS initiatives and metrics. Your colleagues should now be able to come to you as a trusted advisor for Customer Success (CS) best practices within the organization. In this role, you will manage a full book of business and your day-to-day will entail partnering with your customers but also identifying ways to mentor and develop newer team members and impact team level goals through performance and/or participating in a project/taskforce.

Key Accountabilities:

• Maintain a positive client health score and NPS.

• Manage relationships throughout various customer lifecycles and stages by serving as a trusted business advisor and establishing rapport with multiple levels in an organization (i.e. C-suite, administrators, etc.).

• Proactively engage with assigned book of business, aligning recurring activities with associated playbooks.

• Book of Business will include a mix of high impact, growth driven, and complex customers.

• Meetings will have set agendas.

• Develop and implement customer action plans for adoption and utilization of products.

• Influence and drive customers towards Best Practices, ensuring adoption and optimization across various parts of the system.

• Stay up to date with the latest features, product updates, and releases to ensure comprehensive knowledge and expertise are maintained to keep customers well informed.

• Consistently meet established Customer Engagement and Growth KPI’s.

• Partner closely with Account Managers to drive expansion opportunities via cross-sell and upsells.

• Account for high percentage of closed/won NPIs across the CSL team

• Foster close partnerships cross-functionally with teams such as Professional Services, Product, and Support to ensure timely addressing of customer concerns and initiatives.

• Independently utilizes de-escalation strategies and manages customer escalations with appropriate parties involved.

• Act as the voice of your customers to ensure that their concerns and feedback are heard.

• Maintain strong relationships and understanding of customers to identify risks early and activate associated playbooks.

• Prioritize and complete high-impact team assignments and initiatives as they are assigned.

• Train as or serve as a Subject Matter Expert (SME).

• Assist in mentoring level 1 CSL’s.

• Actively participates in team initiatives and task forces.

Desired Skills and Experience:

• 2-3 years' experience as a Customer Success Lead Level 1 or 2.

• An ability to build positive relationships internally and externally.

• Ability to manage conflict resolution and mitigate customer risks.

• Strong project management skills.

• Strong communication and presentation skills.

• Ability to work well with others and collaborate effectively.

• An ability to be empathetic, but assertive at the same time.

• Ability to work in a fast-paced, team environment with a high sense of urgency.