Customer Success Lead

Customer Success Lead will report to a Co-founder and you will be responsible for building and maintaining a strong Customer Success team. You will need to make sure your team builds relationships with key customer stakeholders, acting as an escalation point for issues that impact their success and responding to retention risks and opportunities.

As Lead, you will also be required to represent the Customer Success team within the company, interfacing with other parts of the business like Sales, Marketing, Product, Engineering and Data teams to deliver the best possible customer outcomes with EngageRocket’s suite of products, scalability and long-term strategies.

**Customer Success Lead will be responsible for**:
Customer Success
- Customer success and support team growth and strategy, to support overall company's growth
- Identify and design customer success drivers and strategies to enhance the internal customer success playbook development
- Build adaptable processes within the Customer Success and support teams to ensure scalability within a dynamic and fast-changing startup environment
- Collaborate with other EngageRocket teams (e.g. sales, people science and product teams) to upsell additional services, develop new features, and charter strategies for the overall growth of the customer success team and the company.
- Design appropriate measurements to continually track customer health to ensure that customers derive maximum value and the best experience with EngageRocket
- Continually design, train and execute customer onboarding and nurturing activities
- Ensure that the team meets and exceeds customer retention goals and ensures consistently high retention rates

Client Management
- Be “hands-on” to build and maintain strong, trusted working relationships with key customer decision-makers and power users
- Gain a thorough understanding of client’s needs, talent objectives, and processes to ensure that they successfully adopt and deploy EngageRocket and ensure a team of Customer Success Managers are successful in doing so as well.
- Be an expert with deep knowledge of EngageRocket’s products and services.
- Proactively manage accounts to ensure customer satisfaction and expansion of account (renewal, upsell, cross-sell)
- Act as a “solutions expert” along with the people science team and help customers achieve their objectives.
- Provide training sessions and/or presentations to support the client’s success journey for key accounts
- Manage contract-related inquiries, questions, and issues from clients and other departments.

Team Management
- Manage all matters relating to the development, engagement, and performance of Customer Success Managers and Customer Support Specialists
- Manage all matters relating to the hiring and growth of the team members
- Design and execute on effective onboarding and training activities to ensure growth and development
- Oversee and ensure a high standard of service quality by the team at all times
- Liaise with other team leaders to make sure that EngageRocket’s customers are getting the best service possible.
- 8+ years proven success in Customer Success or Account Management role for a SaaS company
- Experience with account portfolio planning, management, and prioritization for both enterprise and SME accounts
- High attention to detail and willingness to get “in the weeds” to fix a problem
- High degree of empathy for customers and their pain points, combined with business acumen to identify upsell and cross-sell opportunities
- Knowledge of customer success best practices
- Experience driving client adoption of technology or software product
- Exceptional communication and relationship management skill
- Strong negotiation skills, comfortable discussing financial options
- Knowledge of HR/ Organisational Development / Organisational Psychology is preferred