Customer Success Team Leader

Our client is looking for a Customer Success Team Leader.  You will work with, and report directly to the head of operations and manage a team of CSMs and 1st line support.

The successful candidate will be responsible for;

• Develop a deep understanding of the system to a moderately technical level
• Manage a portfolio of accounts
• Ensure all customer journey touchpoints are managed, including onboarding, health checks, retention and other opportunities
• Assist team with executing growth and optimization strategies for our customers
• Coach team on customer success best practices
• Manage escalations and ensure the escalation process works well
• Collect customer data and work with Product to prioritise customer features and requests
• Regular customer health checks - results of which are prepared for communication
• proactively analyse and be involved with improving the on-boarding process
• Foster a positive team culture and participate in team development including hiring, onboarding, career development and performance management

• 5+ years Customer Success or Account Management experience in a B2B SaaS environment
• Experience with Zendesk
• French speaking would be considered an asset
• Strong technical skills, technically savvy with an interest in leveraging data, analytics and automation

• Degree in Computer Science, Engineering or equivalent