Customer Success Practice Lead

Role Overview

  • Design and implement the complete customer success experience with each touchpoint thoroughly planned and executed
  • Define a joint success plan with customers to outline the use cases, outcomes, and key business values to be achieved with success metrics 
  • Drive adoption of our services by fully understanding the clients use cases, pain points, strategic growth plans, and relationships 
  • Increase customer retention and satisfaction by providing feedback to the support team for continuous improvements 
  • Track accounts to identify risks and work proactively to prevent any churn
  • Collaborate with the Sales/Marketing teams on account strategy development to make the most of the clients investment in our services
  • Act as a trusted/strategic advisor to each customer helping to solve problems with solutions that make the most sense for our clients 
  • Identify and/or develop sales or contract renewal opportunities and work with internal teams to achieve the signature 
  • Manage the onboarding process of all new clients to ensure the experience is delivered as designed 
  • Hire, define, manage, and grow a team of Customer Success Engagement Managers as the business grows 
  • Define and manage the customer satisfaction feedback program with defined metrics of success for analysis and continuous improvement plans
  • Be the voice of our clients to ensure we are doing everything we can to drive success in the eyes of our clients
  • Create a wonderful, positive, and great experience for all of our customers

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  • 5+ years of leadership in the Customer Success IT industry developing and managing a wide range of clients across industries
  • Senior experience in defining client success best practices, policies, and procedures in a multi-channel support environment 
  • Wide range of experience covering all aspects of technical support including SLA, customer service, relationship management, and enterprise technology platforms (Microsoft, Google, Salesforce, Apple, Amazon, etc.)
  • Able to establish credibility and communicate effectively with executives of all levels with fluency in verbal and written communications skills
  • Experience in the continuous drive of process improvement, quality deliverables, drive efficiency, reduce rework and manual labor
  • Must be authorized to work for any U.S. employer
  • Minimal travel for high profile client or team meetings

Desired Skills and Experience

  • Passion for people, collaboration, authentic, and unafraid to learn from mistakes
  • IT industry-specific credentials/designations a plus (Microsoft, Google, Salesforce, Oracle, SAP, Amazon, ITIL, etc)
  • Solid leadership with inclusion, diversity, and equity in mind. Our employees should be well supported and feel safe to communicate any concerns 
  • Self-starter with a passion for problem-solving and solid judgment in any situation 
  • Solid experience and understanding of the perfect customer experience 
  • Ability to manage multiple projects or priorities
  • Strategic management, thought leadership, strong influence, communication, and negotiation skills
  • Strong analytical problem solving, entrepreneurial spirit, and a strive for excellence 
  • Experience collaborating with business stakeholders, business process owners, technical project managers, and technical teams to execute solution architecture 
  • Experience in cognitive design, information architecture, and user-centered design a plus 
  • Proficient in creating and presenting documentation in modern toolsets or workspaces

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