Position Summary

The Team Leader, Customer Success is responsible for leading a team dedicated to delivering an exceptional customer experience after the sale. This role ensures all customer projects are executed efficiently, accurately, and proactively from project award through completion while serving as the primary leadership resource for customer success activities.

The Customer Success Team owns the customer experience after the sale. While the Sales team is responsible for winning new business and securing customer commitments, the Customer Success Team is responsible for ensuring those commitments are successfully delivered. This includes project coordination, customer communication, issue resolution, milestone management, and maintaining a positive customer journey throughout the lifecycle of every project.

The Team Leader drives operational excellence, project visibility, customer satisfaction, and team development while ensuring Verdant consistently delivers on its promise to customers.

Core Purpose

To lead a high-performing Customer Success team that ensures every customer project is executed successfully and every customer interaction reinforces confidence in Verdant.

The Team Leader is accountable for creating an environment where customers feel informed, supported, and valued throughout their journey with Verdant while ensuring projects are delivered on time, on budget, and according to customer expectations.

Key Responsibilities
Customer Experience Leadership
• Champion a customer-first culture across the Customer Success team.
• Ensure customers receive proactive communication throughout the lifecycle of every project.
• Establish and maintain standards for customer engagement and communication.
• Monitor customer satisfaction and identify opportunities to improve the overall customer journey.
• Act as the escalation point for customer concerns and drive timely resolution.
• Ensure customers consistently experience Verdant's values through every interaction.
• Drive customer retention by delivering exceptional post-sale support and project execution.

Project Management & Delivery
• Oversee the successful execution of all customer projects from order receipt through final go-live and closeout.
• Ensure project milestones, deliverables, schedules, and customer commitments are tracked and achieved.
• Monitor project risks, delays, and issues, implementing corrective actions when necessary.
• Establish project management best practices and standardized workflows.
• Drive accountability for project documentation, communication, and follow-up activities.
• Ensure all project records and customer information remain accurate and current within company systems.
• Facilitate effective project handoffs from Sales to Customer Success.

Team Leadership & Development
• Lead, coach, mentor, and develop Customer Success team members.
• Conduct regular one-on-one meetings focused on performance, workload management, and professional development.
• Foster a culture of accountability, collaboration, ownership, and continuous improvement.
• Establish clear goals and expectations for team members.
• Identify training and development opportunities to strengthen team capabilities.
• Support recruitment, onboarding, and performance management activities.
• Recognize and celebrate individual and team achievements.

Operational Excellence
• Develop and monitor KPIs related to customer experience, project execution, responsiveness, and operational efficiency.
• Analyze team performance and implement improvement initiatives.
• Create scalable processes that improve consistency and customer outcomes.
• Ensure compliance with company policies, procedures, and service standards.
• Support reporting and business reviews through accurate performance metrics and analysis.
• Identify opportunities to streamline workflows and eliminate inefficiencies.

Cross-Functional Collaboration
• Partner closely with Sales to ensure smooth customer transitions from opportunity to project execution.
• Collaborate with Engineering, Product Management, Operations, Manufacturing, Supply Chain, Finance, and Technical Support teams to ensure project success.
• Act as the voice of the customer within the organization.
• Support strategic initiatives designed to improve customer satisfaction, retention, and operational effectiveness.
• Drive alignment between customer expectations and internal execution capabilities.

Customer Programs & Administrative Support
• Coordinate and oversee customer-related programs and administrative requests, including CSPs, ESCs, special pricing initiatives, customer documentation requests, and other business support activities.
• Ensure customer program requirements are completed accurately and on time.
• Support leadership with special projects and strategic initiatives as required.
• Assist in the development and maintenance of customer success processes and documentation.

Key Performance Indicators (KPIs)

The Team Leader will be measured on:
Customer Metrics
• Customer Satisfaction (CSAT)
• Customer Retention
• Escalation Resolution Effectiveness
• Customer Response Time
• Customer Communication Compliance

Project Metrics
• On-Time Project Completion
• Project Milestone Adherence
• Project Backlog Management
• Project Risk Resolution
• Project Accuracy and Documentation Quality

Team Metrics
• Employee Engagement
• Team Productivity
• Team Development and Training Completion
• Workload Balance and Resource Utilization

Operational Metrics
• Process Improvement Implementation
• Internal Stakeholder Satisfaction
• Ad Hoc Request Completion
• CSP / ESC Turnaround Times

Qualifications
Education & Experience
• Post-secondary education in Business, Project Management, Operations, Engineering, or a related field preferred.
• Minimum 5 years of experience in customer success, project management, operations, customer support, or related disciplines.
• Previous leadership or supervisory experience required
• Experience managing customer-facing projects in a fast-paced environment.
• Experience utilizing CRM platforms such as Salesforce or similar systems. Monday.com and Oracle experience considered assets

Skills & Competencies
• Strong leadership and coaching capabilities.
• Excellent project management and organizational skills.
• Exceptional customer relationship management abilities.
• Strong communication, presentation, and conflict-resolution skills.
• Ability to manage multiple priorities and competing deadlines.
• Analytical and data-driven decision-making skills.
• Continuous improvement mindset.
• Strong collaboration and stakeholder management abilities.
• High level of accountability and ownership.

Success Profile

The ideal candidate is a servant leader who thrives on helping customers succeed, developing people, and driving operational excellence. They understand that customer satisfaction is not created by a single interaction but through consistent execution across every stage of the customer journey.

They build trust with customers, inspire confidence within their team, proactively solve problems, and ensure Verdant delivers an exceptional experience long after the sale has been made.

***Version FR***

Chef d'équipe, Réussite Client (Customer Success)
Résumé du poste

Le ou la Chef(fe) d'équipe, Réussite Client est responsable de diriger une équipe dédiée à offrir une expérience client exceptionnelle après la vente. Ce poste veille à ce que tous les projets clients soient exécutés de manière efficace, précise et proactive, depuis l'attribution du projet jusqu'à son achèvement, tout en agissant comme principal point de leadership pour les activités de réussite client.

L'équipe Réussite Client est responsable de l'expérience client après la vente. Alors que l'équipe des ventes est chargée de développer de nouvelles affaires et d'obtenir les engagements des clients, l'équipe Réussite Client s'assure que ces engagements sont livrés avec succès. Cela comprend la coordination de projets, les communications avec les clients, la résolution des problèmes, la gestion des jalons ainsi que le maintien d'une expérience positive tout au long du cycle de vie de chaque projet.

Le ou la Chef(fe) d'équipe favorise l'excellence opérationnelle, la visibilité des projets, la satisfaction de la clientèle et le développement de l'équipe, tout en veillant à ce que Verdant respecte constamment ses promesses envers ses clients.
Mission principale

Diriger une équipe Réussite Client hautement performante afin de garantir la réussite de chaque projet client et de faire en sorte que chaque interaction renforce la confiance envers Verdant.

Le ou la Chef(fe) d'équipe est responsable de créer un environnement où les clients se sentent informés, soutenus et valorisés tout au long de leur parcours avec Verdant, tout en veillant à ce que les projets soient livrés dans les délais, selon le budget établi et conformément aux attentes des clients.
Principales responsabilités
Leadership de l'expérience client

• Promouvoir une culture centrée sur le client au sein de l'équipe Réussite Client.
• Veiller à ce que les clients reçoivent des communications proactives tout au long du cycle de vie de chaque projet.
• Établir et maintenir des normes élevées en matière d'engagement et de communication avec les clients.
• Suivre la satisfaction des clients et identifier les occasions d'améliorer leur expérience globale.
• Agir comme point d'escalade pour les préoccupations des clients et assurer leur résolution rapide.
• Veiller à ce que les v