Lead Customer Success Specialist
Core
Lead post-sales activities, manage customer relationships, and drive retention for a SaaS AI platform.
Role type
Senior Customer Success Lead (SaaS)
Builds
Customer partnerships and adoption of AI communication tools
Domain
SaaS / AI / Telecommunications
Deliverable
client delivery
Required skills
Customer Success management, team leadership, escalation handling, cross-functional collaboration, churn risk mitigation, account renewal, product knowledge, relationship building
Preferred skills
Previous Lead experience, telecommunication industry background
Technologies
Dialpad platform
Responsibilities
Lead post-sales activities through relationship-building and execution; Act as team lead handling escalations and supporting the CSM team; Provide mentoring and coaching to CSMs; Serve as the voice of the customer cross-functionally; Retain long-term partnerships by independently renewing customers; Establish and oversee customer adoption and training; Manage customer escalations and document open issues; Track accounts to identify and mitigate churn risks