Customer Success Team Leader Retail Tech (Remote)

Customer Success Team Leader (CS TL)

Position Overview:

The Customer Success Team Leader (CS TL) is responsible for leading the Customer Success team to ensure customer satisfaction, retention, and growth. This role involves managing a portfolio of clients, guiding the CS team, and collaborating with various departments to drive overall customer success.

Key Responsibilities:

Team Leadership:

● Lead and manage a team of Customer Success Managers (CSMs).

● Conduct regular cadence meetings with team members and provide mentorship.

● Develop and execute training programs to enhance team skills.

● Foster a positive and collaborative team environment.

Customer Portfolio Management:

● Own the portfolio/book of business development.

● Conduct regular cadence meetings with customers.

● Increase customer engagement, adoption, and system usage.

● Monitor the health of the book of business and retain customers.

● Manage customers at risk and ensure new customer go-lives and validations.

External Interactions:

● Facilitate handover from sales when onboarding new customers.

● Sync with other teams to ensure seamless customer experience.

● Collaborate with Technical Account Managers (TAM), Support, Engineering, Product, and Data teams.

Onboarding and Ongoing Success:

● Develop and execute onboarding strategies for new customers within 30 days.

● Conduct kick-off meetings with customers.

● Implement best practices and procedures for customer success.

● Create and maintain dedicated playbooks for customer success.

Portfolio Development:

● Expand the book of business through customer visits, QBRs and MBRs, and identifying expansion opportunities.

● Drive customer expansion sales and take responsibility for the portfolio.

Reporting and Communication:

● Provide visibility via HS (Help Scout) and Slack.

● Report upwards to senior management.

● Implement strategies and directives for the team.

Interfaces and dependencies:

● Identify and manage important interfaces and dependencies to ensure the success of the CS TL role.

● Ensure the team leader knows who to contact within the organization for various needs.

Required Qualifications:

● Proven experience as a customer success manager or in a similar role.

● Strong leadership and team management skills.

● Excellent communication and interpersonal skills.

● Ability to collaborate effectively with cross-functional teams.

● Proficiency in using customer success software and tools (e.g., Hubs spot , Slack).

● Strong analytical and problem-solving skills.

● Ability to manage multiple tasks and prioritize effectively.

● Experience in the retail and SaaS industries.

Key Interfaces and Dependencies:

● Sales Team: For smooth handover of new customers and collaboration on upsell and cross-sell opportunities.

● Technical Account Managers (TAMs): For technical expertise and issue resolution.

● Support Team: For timely resolution of customer issues and proactive support.

● Engineering Team: For product enhancements and bug fixes.

● Product Team: For feature requests and product roadmap alignment.

● Data Team: For analytics and reporting.

● Finance Team: For customer billing and financial reporting.

● HR Team: For recruitment, onboarding, training, and employee development.

Success Factors:

● Customer-centric mindset: deep understanding of customer needs and commitment to customer satisfaction.

● Analytical Skills: Ability to analyze data and derive actionable insights.

● Technical Proficiency: Understanding of SaaS platforms and ability to explain technical concepts to customers.

● Project Management: Strong organizational skills to manage multiple projects and priorities.

● Leadership Development: Ongoing training and development to enhance leadership skills.

●Commercial approach: sales from a place of knowledge and trusted advisor

●Analytics understanding – consultative approach and story telling based on data