Customer Success Team Lead (SMB) (Hybrid) (Fluent in English)
Core
Lead a team of Customer Success Managers to maximize customer lifetime value, retention, and onboarding targets for SMB clients in the IT security sector.
Role type
Senior Customer Success Team Lead (SMB)
Builds
Customer success outcomes including onboarding, retention, renewals, and cross-sell for SMB portfolio
Domain
IT Security / SaaS
Required skills
Team management, SaaS subscription model experience, CRM management, Customer journey optimization, Churn prevention, OKR development, Pipeline forecasting, Playbook development, Executive reporting, Pricing strategy enforcement
Preferred skills
IT Security domain familiarity, Associate's Degree or equivalent, Previous management experience, Financial/operational lever understanding, Salesforce experience
Technologies
Salesforce, Gmail, Google Docs, MS Office (Word, Excel), Web browsers (Chrome, Internet Explorer)
Responsibilities
Manage daily/weekly/monthly/quarterly production targets for the team; Monitor statistics and dashboards to identify improvement areas; Track customer health and develop corrective action plans; Develop and execute playbooks for the team; Conduct business reviews and report outcomes to VP/EVP; Manage the overall pipeline and forecasts; Enforce pricing strategies and CRM administration; Plan and manage organizational growth and capacity; Provide recommendations on hiring, firing, promotion, and discipline for subordinates.
Seniority
Senior, hands-on IC with team leadership