Customer Success Team Lead

Company

Our client is a Technology Company that builds customer apps for companies. They provide a powerful online database with simple tools like forms, searches, and calendars so companies can build customer apps with no coding required. They take care of all the hard stuff, like hosting, security, and reliability so clients can focus on what's important: their data.

Overview

Job Responsibilities *3+ Years as a Customer Success Lead *Establish clear teams, roles, and processes between onboarding, front-line support, technical support, and engineering. Develop and support internal leaders to help manage these teams. *Be the support for the support team. Help hire and train new support team members. *Nurture and improve the existing team through regular feedback, 1:1’s and coaching. *Explore the right balance between autonomy and accountability. Establish clear standards and expectations for what excellent work looks like for each role. *Relentlessly focus on maximizing efficiency and mitigating costly support experiences with self-service, community-led support, and education. *Always seek to implement the optimal tooling, workflows, and automation that can put the the success team in the best position to succeed. *Establish clear processes for prioritizing heavy traffic, triaging emergencies, and escalating tricky issues. *Work cross-functionally with product and engineering to help prioritize new features and bug fixes based on customer feedback and impact. *Be data-driven. Establish, analyze, and report on KPIs for customer satisfaction, lifetime value, churn, and more. Establish a system to experiment with different solutions to impact critical metrics. Preferred Qualifications: Ticketing: Zendesk and Intercom Knowledge Base: Helpdocs, Readme Internal Knowledge: Guru Community: Discourse Additional Details: We’re looking for an experienced customer success lead to help us build a world-class customer success team. This role will not involve daily queue or ticket work and will report directly to the CEO. Your job will be to build on top of a great foundation. We have a stellar group of 12 customer success heroes and a culture of cooperative collaboration. We now need to improve our tooling, refine our processes and bring in further team members to take customer success to the next level. This is not for the faint of heart. We are a highly technical product where each customer builds a unique application tailored to their custom requirements. Our support team often has to interpret customer business goals, understand complex workflows, and comply with strict security requirements.

Benefits