Customer Success Team Lead

Company Overview

We provide marketing agency growth consulting and coaching services to a global client base.

In less than 2 years, we’ve grown our business from 0 to multi-7 figures and will hit the 8-figure mark this year.

How? We’ve focused on growth and the relationships for our clients and team members.

By creating a high-performance, positive environment we’ve helped 100’s of leaders and future leaders achieve their full potential through direct support, coaching and consulting.

Founder business overview video

https://www.loom.com/share/901416c6dac648acbe8a8b7fad8198d4

What It's Like Working At The Growth Partner

We’re growth-oriented, entrepreneurial, ambitious and will support you to exceed your goals.

You will be surrounded by exceptionally talented driven people who are in pursuit of excellence.

We see the relationship with our team members and clients like our partners.

By working together you will experience your standards, expectations and confidence take a quantum leap forward.

So don’t see this like a job, because we don’t see you as just an employee, see this as an opportunity to create a new and better life.

To continue the successful growth, we are looking for a new Customer Success Team Lead.

 As the Customer Success (CS) Team Lead, you will be ensuring and optimising overall customer satisfaction and success through the effective and efficient day-to-day management and the leadership of a team of customer success consultants and business growth coaches.

We are looking for people with a deep understanding of helping entrepreneurs grow and scale their businesses, both those starting from scratch, as well as those with existing Product-Market Fit looking to scale further.

We are looking for a previous agency owner who is a highly skilled growth coach themselves, coupled with extensive customer success team management experience, and who can operate effectively within and across the customer success team. They should be passionate about getting our clients results and growing our business via back-end upsells and cross-sales. 

Lastly, as a leader, the incoming candidate must also have excellent time and project management skills, so they can oversee initiatives and execute strategic plans.

Director of Delivery Video describing the role
https://www.loom.com/share/015a00fa4a874ada8430cdd98b057d87

Your opportunity:

• Manage a personal book of business, including delivery, renewals and upsells
• Manages the day-to-day activities and performance of a team of customer success managers/growth coaches

• Run daily CS team calls
• Run weekly 1-1s
• Address ad-hoc issues and resolutions with PGPs
• Audit and QC of Slack channels, client calls, and consulting advice given to ensure delivery is happening up to standard and SOPs are being followed
• Reviews and drives key performance indicators (KPIs) for the team Scorecard
• Rollout of new process improvements and initiatives to the team
• Support the recruitment and interview process of prospective candidates in collaboration with the Executive team
  
• Establish and maintain leadership and authority with clients, the CS team, and across the business, including strategic account planning, internal advocacy, and championing process improvements
• Become a client advocate, representing the voice-of-the-customer to Product and Delivery teams
• Oversees the effective & efficient onboarding of new clients, as well as the day-to-day customer success management
• Ensures ongoing communication and support to clients to drive engagement in, and overall satisfaction with all programs
• Continuously monitors experience and engagement of clients on all programs and implement proactive corrective measures where required
• Top customer success escalation point - effectively handles and resolves any problems, queries or questions from clients, including refund requests
• Runs weekly GP group calls & has regular 1-1 review sessions with clients to drive engagement and customer success
• Reports on key insights/learnings and proposed