TripleLift
Accountant
Detroit, Michigan, United States; New York, New York, United States•19 days ago
$75K – $95K
accountingpayrollcompensation
OtherRecentlyRemote
Smartly
Customer Success Lead
customer successcustomer success managementleadershipenterprise account managementdigital marketingpaid socialteam managementcustomer experienceonboarding
Key details
Salary
Not specified
Employment type
Full-time
Seniority
Lead
Years experience
5-10
Location
New York, New York, United States
Full job description
Customer Success Lead responsible for leading a sub-team of Customer Success Managers and Associates, managing sub-team revenue, feature adoption, NPS, expansion, product feedback, customer experience, onboarding, and collaboration. Duties include mentoring team members, coordinating onboarding, line management tasks, ensuring adherence to account management playbooks, becoming trusted advisor to enterprise customers, improving customer experience, enhancing team skills, minimizing churn, increasing revenue, identifying improvements, communicating with Head of Region, and recruiting and developing team members. Requires proven Customer Success or Sales experience, leadership desire, strong knowledge of Smartly products and digital marketing, excellent communication skills, and commercial enterprise account management experience. Benefits include PTO, holidays, sick days, flexible work options, healthcare, wellness and learning reimbursements, 401K with matching, equity grants, volunteer time off, and equipment provided.
What you'll do
- Lead and handle a sub-team of Customer Success Managers and/or Associates in the region
- Mentor sub-team members and manage their day to day output and engagement
- Take ownership of sub-team revenue, feature adoption, NPS, expansion, product feedback, customer experience, onboarding and collaboration with other teams
- Coordinate key new customer onboarding
- Perform line management tasks such as annual reviews, salary rounds and HR/People related topics
- Ensure team follows enterprise account management playbooks
- Become trusted advisor for enterprise customers in the sub-team
- Ensure high quality customer experience to new and existing customers
- Enhance employee engagement and skills development within the team
- Improve feature adoption and cross sell services across customer base
- Minimize customer churn and increase revenue
- Identify and take action on bottlenecks and areas of improvement
- Communicate upwards to Head of Region on sub team performance and needs
- Recruit, onboard and develop a growing team of Customer Success Associates and Managers
Requirements
- Proven track record in Customer Success and/or Sales
- Desire to lead people and help them succeed
- Phenomenal understanding of the Smartly product and services
- Excellent knowledge of the digital marketing and paid social landscape
- Strong communication and interpersonal skills
- Track record of a commercial approach to enterprise account management
Benefits
Five weeks paid time off (PTO), 11 company paid holidays, unlimited sick daysFlexible in-office, hybrid, & remote work options depending on roleGenerous healthcare packages & mental health benefitsMonthly wellness benefit and learning reimbursement opportunities401K plus matching & equity grants for all new SmartliesVolunteer time off days & company donation matching opportunitiesComputer (MAC or PC), phone with plan
Apply now
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