Customer Success Team Lead

2+ years leadership experience in customer success or similar role. Strong coaching, mentoring, and team development skills. Experience managing client accounts and executing client strategies. Excellent communication and strategic thinking abilities. Experienced with HubSpot, billing systems, and customer success tools. Ability to work collaboratively and cross-functionally with sales and other teams. SEO Experience at the agency / enterprise level.

Create and implement CSM ROCKs and lead EOS framework execution. Support CSMs in client strategy and implementation. Develop upsell strategies with CSMs for revenue targets. Address and coach on client escalations. Conduct monthly churn post-mortem reviews. Review HubSpot activity and address irregularities. Conduct performance reviews, coaching and mentorship. Lead CSM hiring process and provide feedback. Implement and lead training sessions. Audit Slack and email communications. Monitor CSM daily responsibilities completion. Oversee and troubleshoot invoicing and billing procedures. Review credit or refund issues. Ensure CSM team is well-versed in tool best practices. Stay informed on industry trends and emerging tools. Collaborate with sales on handoff process. Provide feedback on new client issues related to sales. Conduct quarterly risk and compliance reviews. Manage own book of business. Implement personalized client strategies.