Customer Success Lead

<p></p> <p class="p1">As a <strong>Customer Success Lead</strong>, you will be responsible for leading and running a sub-team of Customer Success Managers and /or Associates and leading the sub-teams revenue within the region. As the Lead, you will help the team handle a portfolio of customers and drive further change to improve the relationships and product and services adoption. This is the ultimate ‘player coach’ role within the CS function and a great stepping stone for managerial success.</p> <p class="p1"><strong>As a Customer Success Lead at Smartly, you will</strong></p> <ul class="ul1"> <li class="li1">Positively lead and handle a sub-team of Customer Success Managers and/or Associates in the region to reach their potential.</li> <li class="li1">Mentor the sub-team members and run their day to day output and engagement</li> <li class="li1">Take ownership of the sub-teams revenue, feature adoption, NPS, expansion (where a CP is not allocated), product feedback, customer experience, on-boarding and collaboration with other teams</li> <li class="li1">Coordinate key new customer onboarding</li> <li class="li1">Be responsible for line management tasks such as annual reviews, salary rounds and HR/People related topics supported by your Head of region</li> <li class="li1">Orchestrate the team to follow our enterprise account management playbooks to delight our customers</li> <li class="li1">Become the trusted advisor for your enterprise customers in the sub-team</li> <li class="li1">Ensure high quality customer experience to new and existing customers</li> <li class="li1">Enhance employee engagement and skills development within the team</li> <li class="li1">Improve feature adoption and cross sell services across your customer base</li> <li class="li1">Minimize customer churn and increase revenue</li> <li class="li1">Identify and take action on bottlenecks and areas of improvement</li> <li class="li1">Communicate upwards to your Head of Region optimally on your sub team performance and needs and help the Head of CS develop your sub-region and team</li> <li class="li1">Recruit, onboard and development a growing team of CSA’s and CSM’s</li> </ul> <p class="p1"><strong>We're definitely looking for you if you</strong></p> <ul class="ul1"> <li class="li1">A proven track record in Customer Success and/or Sales</li> <li class="li1">The desire to lead people and help them succeed</li> <li class="li1">Phenomenal understanding of the Smartl