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 Team Growth and Strategy

Identify and design customer success drivers and strategies to enhance the internal customer success playbook development for both enterprise and SME customers

Build adaptable processes within the Customer Success team to ensure scalability within a dynamic and fast-changing startup environment

Collaborate with other EngageRocket teams (e.g. sales and product teams) to upsell additional services, develop new features and charter strategies for 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 on customer onboarding and nurturing activities

Ensure that the team meets and exceeds customer retention goals and ensures consistently high retention rates

Customer Management

Be “hands-on” to build and maintain strong, trusted working relationships with key customer decision makers and power users starting from onboarding and throughout the customer lifecycle.

Gain a thorough understanding of client’s needs, talent objectives, and processes to ensure that they successfully adopt and deploy EngageRocket. 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” by helping customers achieve their objectives.

Provide training sessions and/or presentations to support 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 a team of Customer Success Managers

Manage all matters relating to the hiring and growth of a team of Customer Success Managers

Design and execute on effective onboarding and training activities for a team of Customer Success Managers to ensure growth and development

Oversee and ensure a high standard of service quality by the team of Customer Success Managers at all times

Liaise with other team leaders to make sure that EngageRocket’s customers are getting the best service possible.

4+ 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