Customer Success Team Lead (Tech Touch) (Hybrid) (Fluent in English)
Core
Lead a Customer Success team to maximize customer lifetime value, retention, and onboarding targets for a digital workforce security platform.
Role type
Senior Customer Success Team Lead (Manager)
Builds
Customer success outcomes, team performance, and production targets for the Tech Touch team
Domain
IT Security / SaaS
Required skills
Team management, SaaS subscription model experience, CRM management, Customer lifecycle management, Churn prevention, OKR development, Forecasting, Playbook development, Executive communication, Data analysis
Preferred skills
IT Security domain knowledge, Google Workspace proficiency, MS Office proficiency, Financial/operational levers understanding, Hiring/firing authority
Technologies
Salesforce, Gmail, Google Docs, MS Office, Chrome
Responsibilities
Manage daily/weekly/monthly/quarterly production targets for the Customer Success team; Monitor statistics and dashboards to identify areas for improvement; Track and ensure customer value delivery and exceptional experiences; Develop and execute playbooks for the team; Conduct business reviews and report outcomes to VP/EVP; Manage the overall pipeline and forecasts; Develop and manage OKRs; Enforce pricing strategies and CRM administration; Plan and manage organizational growth; Provide recommendations on hiring, firing, promotion, and discipline of subordinates.
Seniority
Senior, hands-on IC with management responsibilities