As a
Customer Success Lead, you will be responsible for leading and running a sub-team of Customer Success Managers and /or Associates and leading the sub-teams revenue within the region. As the Lead, you will help the team handle a portfolio of customers and drive further change to improve the relationships and product and services adoption. This is the ultimate 'player coach' role within the CS function and a great stepping stone for managerial success.
As a Customer Success Lead at Smartly, you will- Positively lead and handle a sub-team of Customer Success Managers and/or Associates in the region to reach their potential.
- Mentor the sub-team members and run their day to day output and engagement
- Take ownership of the sub-teams revenue, feature adoption, NPS, expansion (where a CP is not allocated), product feedback, customer experience, on-boarding and collaboration with other teams
- Coordinate key new customer onboarding
- Be responsible for line management tasks such as annual reviews, salary rounds and HR/People related topics supported by your Head of region
- Orchestrate the team to follow our enterprise account management playbooks to delight our customers
- Become the trusted advisor for your enterprise customers in the sub-team
- Ensure high quality customer experience to new and existing customers
- Enhance employee engagement and skills development within the team
- Improve feature adoption and cross sell services across your customer base
- Minimize customer churn and increase revenue
- Identify and take action on bottlenecks and areas of improvement
- Communicate upwards to your Head of Region optimally on your sub team performance and needs and help the Head of CS develop your sub-region and team
- Recruit, onboard and development a growing team of CSA's and CSM's
We're definitely looking for you if you- A proven track record in Customer Success and/or Sales
- The desire to lead people and help them succeed
- Phenomenal understanding of the Smartly product and services
- Excellent knowledge of the digital marketing and paid social landscape
- Strong communication and interpersonal skills
- Track record of a commercial approach to enterprise account management
Perks & Benefits...- Five weeks paid time off (PTO), 11 company paid holidays, unlimited sick days
- Flexible in-office, hybrid, & remote work options depending on role
- Generous healthcare packages & mental health benefits
- Monthly wellness benefit and learning reimbursement opportunities
- 401K plus matching & equity grants for all new Smartlies
- Volunteer time off days & company donation matching opportunities
- Computer (MAC or PC), phone with plan
- And so much more...
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