Customer Success Team Lead

About the position

The CS Team Lead will assume responsibilities of a Senior Customer Success Manager, with additional managerial responsibilities to monitor customers KPIs on a wider level, while supporting the team development and growth.

Responsibilities

• Demonstrate Dynamic Yield’s value to our clients
• Evangelize the adoption of Dynamic Yield products
• Utilize program management skills to drive all aspects of project planning, governance and onboarding including deliverable definitions, status communications, project success criteria, and issue mitigation and resolution
• Analyze customer data in concert with Dynamic Yield’s data analysis team to extract actionable insights and demonstrate Dynamic Yield’s value to the customer
• Partner with Dynamic Yield’s data analysis, engineering, and product development teams to produce business value and coordinate tasks
• Review overall project status with clients on a regular basis, usually in the form of conference calls, web presentations and/or onsite meetings as required (travel may be required)
• Deliver projects on-time and on-budget while communicating and resolving issues in a clear and professional manner, and serving as the primary point of contact to the client during project implementation
• Communicate project status and issues internally across multiple organizational levels
• Own outcomes including risk management and mitigation, and client value realization
• Building a high-performing team - employees development programs
• Onboarding and training thoroughly
• Planning and prioritizing: customers among the team, tasks, risks and escalations
• Monitor customers KPIs to drive the usage of our product
• Build and maintain great working relationships with customers and internal colleagues
• Managing our multicultural, multilingual Customer Success Team in the region so they thrive in their roles
• Creating and implementing Customer Success processes
• Advocating for our customers across the business
• Working with regional Customer Success Managers to ensure company-wide collaboration and alignment
• Collaborating with Product and Marketing to optimize our customer-facing communication
• Engaging with authority
• Training and development of your team members
• Goal settings + ensuring team members stay on track via weekly / bi-weekly meeting
• Represent management communications in a professional way in front of team members
• Ability to convey messages and constructive feedback
• Take responsibility for customer success specific KPIs (Renewals and Upsells)
• Run POD meetings and follow ups on upcoming renewals & high risk next steps, while aligning the ADs and CSMs on next steps and follow ups
• Own executive relationship with your teams’ customer base
• Cross team collaboration
• Contribute to weekly exec updates
• Support Director of Customer Success with reporting and other customer success related projects
• Collaborate with Marketing team to execute customer events, and have customer speakers for main events in region

Requirements

• 6-10 years of digital consultation or analytics experience
• B.A./B.S. Degree in an analytical/economic/business management disciplines
• Experience managing teams within Customer Success or Professional Services teams in a fast-paced environment
• Experience or expertise of digital marketing best practice, website conversion tactics and strategy
• Experience working with digital analytics solutions such as Adobe Analytics, Google Analytics, A/B Testing tools, etc
• Passionate about team development and growth
• eCommerce, CRO and website personalization knowledge and experience
• Exemplary quantitative and qualitative thinking, analytical ability, and problem-solving skills
• Excellent verbal and written communication skills, with excellent presentation skills
• Flexibility, including the ability to adapt quickly to changing priorities; capable of operating in an ambiguous environment
• Empathy and a unique ability to understand customer needs
• Passionate about customer success and how it can transform businesses
• Strong project management or organizational skills and an ability to multitask without difficulty

Benefits

• Base Salary: $130,000 - $140,000