Customer Success Team Lead

At SimpleTexting we’re on a mission to help SMBs make an impact by communicating with their audience using text messages.

As our team continues to grow, we’re on the hunt for a hard-working person to join us as a Team Lead for our customer success team, which includes CSMs and Onboarding Specialists 🙌

In this role, you’re in a unique position to understand how our larger customers define success, how they use our product, and identify the pain points they are looking to resolve. You’ll make that knowledge count by ensuring we continue to live up to and exceed our customer’s expectations as we deliver an outstanding experience to retain, expand, and grow customers through strong relationship building.

If that sounds like an exciting opportunity, then let’s get to the details.

Responsibilities

• Manage the day-to-day of our success team to ensure that the customer journey is executed at all touchpoints, including onboarding, QBRs/ABRs, retention, growth, and expansion.
• Coach the individuals on your team contributing to a supportive and growth-oriented environment.
• Regularly review performance, targets, and metrics, proactively identifying trends.
• Keep a pulse on all customer accounts via our customer success platform, ensuring prompt communication with customers and proactive action to prevent churn and take advantage of opportunities.
• Coordinate with other departments to improve the experience of the team and customers.
• Advise on, and directly handle, customer escalations to help the team retain key customers.
• Continually evaluate existing tools, workflows, and processes to recommend improvements that increase team and customer satisfaction.
• Create intervention and improvement plans for team members to ensure the team is meeting requirements, metrics, and targets.
• Listen to feedback from team members and resolve any issues.
• Assist in the hiring and training of new team members to create a strong team focused on customer success.
• Report to and regularly meet with the Head of Customer Success to discuss trends, opportunities, and issues with customer and within.

Requirements

• At least 2 years experience managing customer accounts as an individual contributor at a SaaS company, preferably in the SMB space
• At least 2 years experience managing a CSM team at a SaaS company, preferably in the SMB space
• Demonstrable track record of successfully inspiring and coaching individuals in customer success to meet metrics, such as retention, expansion, and growth
• Experience evaluating customer needs, consulting with customers, and offering optimal solutions.
• Experience improving day-to-day processes in a customer-facing role.
• Demonstrable critical thinking, communication, and creative problem-solving skills.
• Ability to learn new tech products; you will need to know the SimpleTexting platform inside and out.
• Highly organized self-starter. You can effectively juggle several different priorities in a given day.

Preference

• Bachelor’s degree, preferably in a related field of study.
• Experience with customer success platforms
• Sales experience

Benefits

Our values of Dream big, Win together, Keep it simple and Make it happen are what make us successful on our journey to be the global leader in customer engagement for SMBs, so people who feel a connection to these values and like the pace of a fast-growing global company will easily fit into our team. We are committed to building a company that empowers individuals from a diverse set of backgrounds to be their authentic self and bring their values into their work. We know that the more diverse and inclusive we are, the better our success will be. In addition, we offer the following benefits:

• Access to our Employee Assistance Program
• Monthly fitness reimbursement
• Generous leave policy including four weeks of vacation, two weeks sick leave, a day off for your birthday and paid volunteer leave
• Exceptional benefits program, including medical, dental and vision plans to meet your personal needs
• Company sponsored retirement plan with an employer match and two-year vesting schedule

The annual starting salary for this position ranges from $100,000 - $130,000 OTE. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications. This position is eligible for commissions in accordance with the terms of the Company’s plan.

If you’re looking for the next opportunity in your career and want to work for a growing tech company, then apply now!