Client Success Team Lead

Posted about 24 hours agoViewed

United StatesFull-TimeCustomer Experience

Company:

Location:United States, EST, PST

Languages:English

Seniority level:Lead, 4-6 years

Experience:4-6 years

Skills:

LeadershipProject ManagementArtificial IntelligenceBusiness IntelligenceData AnalysisPeople ManagementCross-functional Team LeadershipCommunication SkillsCollaborationProblem SolvingMentoringNegotiationWritten communicationData visualizationTeam managementStakeholder managementCustomer SuccessCoachingInterpersonal skillsExcellent communication skillsRelationship buildingAccount ManagementVerbal communicationTroubleshootingRecruitmentClient relationship managementStrong communication skillsSales experienceProcess improvementCRM

Requirements:

4-6 years in Client Success, Account Management, or related roles. At least 1 year in a team lead, supervisory, or mentoring capacity. Proven leadership skills with the ability to coach while managing own book of business. Ability to scale client success operations using automation and analytics. Experience in handling complex issue resolution and escalation management. Understanding of contact center operations, CRM platforms, AI solutions, or analytics is a plus.

Responsibilities:

Lead, coach, and develop a team of Client Success Managers. Directly manage a portfolio of low-touch/tech-touch clients. Partner with leadership and HR to identify headcount needs and recruit talent. Conduct performance reviews and coaching sessions. Document and refine playbooks and workflows for client success. Foster a collaborative team culture. Act as an escalation point for high-priority client issues. Track and report on team KPIs. Ensure proactive client communication. Monitor client health metrics and take preemptive action. Own the resolution of client-reported satisfaction issues. Identify expansion opportunities (cross-sell/up-sell). Track client usage metrics and feature adoption. Host webinars for customer education and enablement. Use CRM and analytics tools to manage client portfolios. Contribute to process improvements for client success programs.