Client Success Lead

Job Description

Lead, mentor, and develop a team of Client Success Managers, providing coaching, performance management, and career development. Establish clear team goals, KPIs, and success metrics aligned with company objectives. Drive consistency and excellence in client engagement, onboarding, adoption, and retention strategies. Act as an escalation point for complex client issues, ensuring timely and effective resolution. Monitor client health metrics and proactively identify risks and opportunities across the client portfolio. Partner with Client Success Managers to develop account strategies that drive retention, expansion, and overall client satisfaction. Design, implement, and continuously improve client success processes, playbooks, and workflows to increase efficiency and scalability. Identify gaps in the client journey and lead initiatives to enhance the overall customer experience. Collaborate with Product and Engineering teams to communicate client feedback and influence product roadmap decisions. Work closely with Sales and Implementation teams to ensure seamless handoffs and alignment across the customer lifecycle. Standardize onboarding and adoption frameworks to accelerate time-to-value for clients. Support forecasting efforts related to renewals, expansions, and churn risk. Analyze team and client data to generate insights, track performance, and inform strategic decisions. Maintain visibility into key accounts and keep senior leadership informed of risks, trends, and opportunities. Drive a culture of accountability, continuous improvement, and client-centric thinking within the team. We are searching for Client Success Lead to elevate customer experience and retention for full time position.

Qualifications

1. Bachelor’s degree in Business Administration, Sales, or a related field; or equivalent experience 2. 5+ years of experience in customer success, account management, or related client-facing roles 3. 2+ years of experience managing or leading teams 4. Experience in a SaaS environment strongly preferred 5. Strong leadership and coaching skills with the ability to develop high-performing teams 6. Demonstrated ability to design and improve processes in a client-facing organization 7. Experience managing complex client relationships and escalations 8. Excellent communication skills, both written and verbal 9. Strong analytical and problem-solving abilities, with a data-driven approach to decision-making 10. Ability to balance strategic thinking with hands-on execution 11. Skilled in stakeholder management and cross-functional collaboration 12. Strong organizational and time-management skills, with the ability to manage multiple priorities 13. Ability to influence without authority and drive alignment across teams 14. Proven ability to learn new technologies quickly and adapt in a fast-paced environment. We need a professional with excellent communication skills for Client Success Lead position.