Lead, Customer Success

Centersquare • Coppell, TX

2d

About The Position

The primary role of the Lead of Customer Success is to build and lead a team of CSMs and representatives. They are responsible for hiring, training, and managing the team to ensure they are delivering excellent customer service and meeting key performance indicators (KPIs). Additionally, they work closely with other departments, such as sales and marketing, to develop strategies to improve customer satisfaction and retention. A Lead of Customer Success should have a strong background in customer service and management. They should have excellent communication and leadership skills, as well as the ability to analyze data and develop strategies based on customer insights. Additionally, they should have experience working with cross-functional teams and be able to collaborate effectively with other departments. The Lead of Customer Success will manage a team responsible for developing account strategies (growth, expansion) and develop the skills to deliver strategic value to our customers. The team is also responsible for building long-term, strategic business relationships that will lead to increased revenue growth, revenue retention and increase customer satisfaction. This individual is also responsible for managing a team to a set of defined revenue targets (renewal, upsell) and driving a regular cadence of portfolio reviews and account plans. The Lead of Customer Success is a senior-level position responsible for leading a team of CSMs and representatives, developing customer success strategies, and improving customer satisfaction and retention. The role requires excellent communication, leadership, and analytical skills, as well as several years of experience in customer service and management.

Requirements

• Proven experience (5+ years) in a senior customer success leadership role, preferably within the tech or colocation industry
• Exceptional leadership skills: a strong recruiter and motivator of people.
• Ability to work in a high velocity, high activity environment.
• Proven track record demonstrating years of experience in relationship and Customer Success Management.
• A flair for building and growing relationships with clients and internal stakeholders.
• Excellent verbal and written communication skills.
• Ability to think creatively and strategically.
• The ideal candidate thinks out-of-the-box and energizes others with passion, quality and commitment.
• Delivers amazing results through cross team collaboration.
• Natural curiosity, highly motivated and comfort with ambiguity.
• 5-7 years of experience in customer service or a related field, ideally with at least 2-3 years of experience in a management or leadership role.

Responsibilities

• Build and lead a team of CSMs and representatives.
• Hire, train, and manage the team to ensure they are delivering excellent customer service and meeting key performance indicators (KPIs).
• Work closely with other departments, such as sales and marketing, to develop strategies to improve customer satisfaction and retention.
• Manage a team responsible for developing account strategies (growth, expansion) and develop the skills to deliver strategic value to our customers.
• Build long-term, strategic business relationships that will lead to increased revenue growth, revenue retention and increase customer satisfaction.
• Manage a team to a set of defined revenue targets (renewal, upsell) and driving a regular cadence of portfolio reviews and account plans.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed