Customer Success Team Lead (Implementation)
New
J
JobgetherFinancial technology
Fully remote work anywhere in the United StatesFull-TimeLead
SalaryAnnual base salary target of $120,000–$150,000 USD
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Job Details
- Experience
- At least five years of relevant industry experience, or approximately 18 months of experience within the organization
- Required Skills
- Project ManagementCustomer SuccessProcess improvement
Requirements
- At least five years of relevant industry experience, or approximately 18 months of experience within the organization.
- Relevant experience in a customer-facing role involving implementation, customer success, project management, or related responsibilities.
- Ability to coach colleagues, share knowledge, build working relationships, and support team development.
- Strong customer relationship management skills, including handling challenging conversations and escalations.
- Ability to guide complex customer implementations toward successful outcomes.
- Ability to oversee multiple projects, manage competing priorities, monitor timelines and resource requirements, and deliver within agreed scope and budget.
- Excellent written and verbal communication skills, sound judgment, and ability to collaborate across teams.
- Proactive, independent problem-solving skills and ability to identify operational improvements.
- Strong understanding of the organization's products, internal processes, sales practices, and customer base.
- Ability to work in a fast-paced, evolving technology environment and balance strategic leadership with hands-on customer support.
Responsibilities
- Lead, coach, and develop a team of Implementation Customer Success Managers, including recruitment, onboarding, training, performance reviews, and career development.
- Oversee multiple customer implementations and provide technical guidance on project plans, timelines, resources, and scoped hours.
- Review implementation outcomes and approve transitions to live operations once customer requirements are met.
- Serve as the escalation point for complex implementation challenges and participate in customer calls when additional guidance is needed.
- Conduct project status meetings, communicate progress, gather feedback, and maintain a portfolio of approximately two to four customers.
- Identify project risks, delays, and resource constraints, and collaborate with internal teams to resolve issues.
- Partner with Sales, Product, Engineering, and Customer Success teams on customer handoffs and the end-to-end customer journey.
- Improve implementation methodologies, playbooks, documentation, workflows, pre-sales materials, and implementation scoping.
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