Overview: The Enterprise Customer Success Team Lead will be responsible for overseeing and guiding a team dedicated to ensuring the success and satisfaction of enterprise-level clients. This role requires a strategic thinker with strong leadership skills and a deep understanding of the customer success lifecycle, particularly within a SaaS/recurring revenue business model.
Responsibilities:
- Lead and mentor a team of Customer Success Managers (CSMs), fostering a collaborative and results-driven work environment.
- Oversee the customer journey, ensuring clients achieve their desired outcomes and experience continuous value from the product.
- Develop and implement customer health metrics to proactively identify and address potential issues.
- Manage complex cross-departmental projects, ensuring smooth integration and collaboration between teams.
- Utilize data analysis tools, including Excel and BI platforms, to derive insights and guide decision-making processes.
- Lead through influence, driving initiatives that enhance customer satisfaction and retention.
- Provide strong mentorship and support to team members, including those in indirect reporting relationships.
- Collaborate closely with other departments, such as Sales, Product, and Engineering, to ensure a seamless customer experience.
- Work extensively with Salesforce.com and other Customer Success platforms to track customer engagement and outcomes.
Requirements:
- 2+ years of managerial experience, with a proven ability to lead and inspire a team.
- 4+ years of professional experience in a SaaS/recurring revenue business as a Customer Success Manager (CSM).
- Knowledge of customer journey mapping and experience in utilizing or developing customer health metrics.
- Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions.
- High sense of responsibility and ownership, with the ability to lead through influence.
- Solid technical background and orientation, with the ability to understand and manage complex technical issues.
- Experience managing complex cross-departmental and integration projects.
- Expertise in data analysis, including advanced Excel skills and familiarity with BI tools.
- Strong mentorship skills and experience leading through indirect reporting relationships.
- Native English or close to native proficiency.
- High degree of confidence working with Salesforce.com – a significant advantage.
- High degree of confidence working with Customer Success platforms – a significant advantage.
This role is ideal for a seasoned professional with a passion for customer success and the leadership skills to drive a team towards achieving exceptional client outcomes.
