Client Success Team Lead
United States, EST, PSTFull-TimeLead
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 4-6 years
- Required 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.
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