Customer Success Lead

We are looking for an experienced and motivated Customer Success Lead to join our team. The ideal candidate will be responsible for ensuring customer satisfaction, building long-term client relationships, and driving retention and growth. This role requires a proactive individual who can understand customer needs, provide solutions, and lead a team to deliver exceptional client experiences.

Key Responsibilities :

Lead the customer success team to ensure clients receive maximum value from our services.

Develop and implement customer success strategies focused on retention, satisfaction, and upselling opportunities.

Build strong relationships with clients by understanding their business needs and providing tailored solutions.

Act as the primary point of contact for escalations and complex client queries.

Monitor customer health scores, usage data, and feedback to anticipate risks and opportunities.

Drive client onboarding, training, and ongoing support to ensure smooth adoption of services.

Collaborate with sales, product, and marketing teams to align customer success strategies with business goals.

Regularly track and report on key performance metrics, including churn rate, NPS, and account growth.

Mentor, coach, and develop the customer success team to ensure high performance and professional growth.

Requirements :

Bachelors degree in Business Administration, Marketing, Communication, or a related field (Masters preferred).

Proven experience (35+ years) in Customer Success, Account Management, or Client Relationship Management (preferably in a leadership role).

Strong leadership, problem-solving, and team management skills.

Excellent communication and interpersonal skills with the ability to build trust with clients.

Strong analytical skills with experience using CRM tools (HubSpot, Salesforce, Zoho, etc.).

Ability to handle high-pressure situations and manage escalations effectively.

A customer-first mindset with a passion for delivering outstanding service.