Team Lead - Client Success

The Client Success Team Lead is essential to our mission of ensuring outstanding client satisfaction and loyalty. This role is designed to guide a team of Client Success Managers who support our largest and most valuable clients, focusing on fostering a smooth and value-driven client experience. The Client Success Team Lead serves as a trusted partner and point of escalation for clients while managing and developing a high-performing team dedicated to proactive client engagement and resolution.

The ideal candidate is an experienced team leader with a strong background in customer success and team management, a data-driven approach to client experience, and a passion for delivering superior service. This role will directly impact our clients satisfaction and retention, as well as drive efficiencies in our service delivery.

Responsibilities
Team Leadership and Development

• Build and maintain a high-performing team of Client Success Managers, ensuring 90%+ A-Player status through clear goal-setting, development, and accountability.
• Conduct regular 1:1s, daily huddles, and weekly team meetings to align on goals, address challenges, and foster team cohesion.
• Coach team members in advanced client de-escalation techniques and proactive client management, driving improvements in retention and satisfaction.

Client Success and Satisfaction

• Oversee client onboarding and relationship-building efforts, ensuring clients feel valued, understood, and confident in our services.
• Maintain a team CSAT score of 90% or higher, and support client escalations to resolution.
• Proactively monitor client health and identify potential risks; work with the team to create proactive solutions and strengthen client relationships.

Performance Management

• Establish and track team KPIs and SLAs, including retention and satisfaction scores, ensuring targets are met or exceeded.
• Conduct performance reviews and set SMART goals with each team member quarterly to promote professional growth and team success.
• Support team members in meeting their quarterly objectives and, where necessary, coach underperforming members to improvement or take appropriate corrective action.

Process Improvement and Optimization

• Collaborate with internal teams to refine and improve client-facing processes, with an emphasis on reducing inefficiencies and enhancing client satisfaction.
• Document and update standard operating procedures (SOPs) to maintain a high standard of service and consistency across the team.

Collaboration and Internal Advocacy

• Serve as the voice of the client within the organization, providing actionable feedback to product, sales, and service teams to improve client experiences.
• Work closely with cross-functional teams to ensure a seamless handoff from sales to onboarding and ongoing support.

Qualifications

• Experience: Minimum of 3 years of management experience, preferably leading a team of customer success or client services professionals.
• Skills: Strong verbal and written communication skills, exceptional organizational abilities, and a proven track record of team development and client satisfaction.
• Technical Proficiency: Proficiency in CRM systems, email, video conferencing, and strong general computer literacy; experience with teaching or demonstrating software adoption is highly desirable.

Key Competencies

• Client Focus: Demonstrated ability to monitor and prioritize client satisfaction while supporting a proactive client relationship.
• Leadership and Team Management: Skilled at building a cohesive team culture with a focus on accountability and continuous improvement.
• Problem-Solving and Decision-Making: Adept at analyzing client issues and implementing solutions that support retention and satisfaction.
• Adaptability: Thrives in a dynamic, fast-paced environment and adjusts strategies as needed to meet team and client needs.

Compensation and Benefits
We offer a competitive salary, comprehensive benefits, paid time off, health insurance (medical, dental, vision), and a matching retirement plan. Our work environment emphasizes collaboration, professional development, and excellence.