Customer Success Lead

Smartly•New York, NY

3h•Hybrid

About The Position

As a Customer Success Lead, 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. As the Lead, 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. As a Customer Success Lead at Smartly, you will: 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

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