Customer Success Manager Team Lead

Cohere Beauty Omaha Inc • Phoenix, AZ

2d

About The Position

The Customer Success Manager (CSM) Team Lead is a key management role responsible for leading a high-performing Customer Success Management Team that delivers exceptional customer experience from initial engagement through project delivery. This role combines strategic account stewardship with operational excellence, ensuring customer needs are met, projects move smoothly through the pipeline, and revenue growth opportunities are maximized. The CSM Team Lead will balance customer relationship management, sales process oversight, and team leadership. Success in this role requires strong commercial acumen, the ability to anticipate and resolve challenges, and a passion for developing both people and processes.

Requirements

• Bachelor’s degree or comparable experience.
• Proven track record of acquiring new customers and expanding product footprint in existing customer base.
• Strong interpersonal skills and ability to build rapport and trust with customers.
• Excellent communication skills, both verbal and written.
• Demonstrated ability to collaborate effectively with cross-functional teams.
• Empathetic and customer-centric mindset,
• Strong problem-solving skills and the ability to think critically and strategically.
• Proficiency in Microsoft Office Suite and CRM software.
• Ability to multitask, prioritize, and manage time effectively.
• High level of adaptability and resilience
• Ability to maintain regular and predictable attendance.

Responsibilities

• Identify and pursue business opportunities to grow our existing customer base.
• Lead and manage the internal account management process, providing direction and support.
• Serve as the primary point of contact for cross-functional team leads, fostering effective communication and collaboration in support of our customers.
• Maintain relationships with customers by providing support, information, and guidance, while researching and recommending new opportunities.
• Understand customers’ goals, challenges, and needs, and proactively identify opportunities to enhance their experience and drive success.
• Collaborate with cross-functional teams to address customer needs and deliver solutions that align with their objectives.
• Onboard new customers, providing guidance and support through the implementation process.
• Lead discussions with customers in relation to their forecast, changes, and newness, and update our internal files.
• Monitor customer satisfaction levels and proactively address any issues to maintain high levels of retention and loyalty.
• Analyze customer usage data and metrics to identify trends and opportunities for optimization.
• Prepare reports and presentations on customer success metrics, trends, and insights.
• Stay updated on industry trends, best practices, and competitive landscape to better understand customers' needs.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager