Job Overview
The Customer Success Lead is responsible for ensuring clients realize the full value of the company’s solutions post-implementation. This role bridges the gap between technical delivery and client experience, focusing on long-term satisfaction, retention, and account growth.
Key Responsibilities
Client Onboarding & Adoption
- Oversee and coordinate the client onboarding process to ensure a smooth transition from implementation to active use.
- Develop and execute tailored adoption plans to ensure clients are fully utilizing the system’s capabilities.
- Conduct onboarding sessions and ensure training is delivered effectively in collaboration with the training team.
Client Relationship Management
- Serve as the primary post-implementation contact for clients, ensuring their needs are met and expectations exceeded.
- Build strong, trust-based relationships with key client stakeholders.
- Conduct regular check-ins and business reviews to assess satisfaction and identify opportunities for improvement.
Issue Resolution & Support Coordination
- Act as the escalation point for client issues, ensuring swift resolution in collaboration with the support and technical teams.
- Monitor support trends and proactively address recurring issues or pain points.
- Ensure SLAs are met and client concerns are documented and resolved efficiently.
Retention & Growth
- Monitor client health metrics and proactively address risks of churn.
- Identify upsell and cross-sell opportunities in collaboration with Key Account Managers.
- Contribute to renewal strategies and support commercial teams in contract extensions.
Cross-Functional Collaboration
- Work closely with internal teams (Support, Technical, Product, Sales) to ensure a unified and consistent client experience.
- Provide client feedback to the product and development teams to inform roadmap decisions.
- Participate in internal planning and strategy sessions to align customer success goals with business objectives.
Education and Experience
- Bachelor’s degree in Information Technology, Business or related field.
- 3+ years of experience in customer success, account management, or client-facing roles in a tech-driven environment.
- Strong understanding of customer lifecycle management and SaaS/technical solution delivery.
- Excellent interpersonal, communication, and problem-solving skills. Be a natural forward planner, credible and comfortable dealing with company executives.
- Ability to manage multiple client accounts and priorities simultaneously.
- Proficiency in CRM tools and customer success platforms.
- Empathetic, proactive, and results-driven mindset.
- Strong organizational Skills.
- Excellent organizational and presentation skills and ability to work well with teams.
- Integrity, hard work ethic, confident and a good business sense.
- Ability to deal with a rapid paced / multi-tasking environment.