Customer Success Lead

1. Customer Support & Onboarding
Deliver timely, high-quality customer support via live chat, phone, and email while ensuring service quality across the Customer Success team.
Lead customer onboarding, platform implementation, and coordinate cross functional teams to ensure a smooth customer journey.
Troubleshoot customer issues, monitor service quality, and ensure SLA compliance.
2. Customer Training & Success
Deliver product training and onboarding sessions to customers while driving product adoption and engagement.
Develop and maintain training materials, user guides, FAQs, and knowledge base resources.
Monitor customer health and proactively support low-engagement accounts.
3. Customer Relationship Management
Build long-term customer relationships and serve as the primary contact for key accounts.
Conduct regular business reviews, gather feedback, and resolve customer concerns.
Identify upsell and account expansion opportunities while driving customer retention.
4. Team Leadership & Operations
Lead, coach, and support the Customer Success team to achieve performance goals.
Plan workload, standardize Customer Success processes, and continuously improve service standards.
Lead by example through hands-on customer support and coaching team members on best practices.
5. Continuous Improvement
Gather customer insights and collaborate with Product to improve the platform and customer experience.
Analyze customer trends and operational data to identify improvement opportunities.
Contribute to Customer Success playbooks, SOPs, and knowledge-sharing initiatives.