Customer Success Leader

Your Role

The Leader of Customer Success is responsible for leading a white-glove Customer Success team. The individual in this role is responsible for strategic leadership of the team of Customer Success Managers focused on growth and retention within our entire customer portfolio as well as leading the successful onboarding of new customers.

Your Responsibilities

• Execute on the multi-year vision, strategy and roadmap for Customer growth and retention.
• Enable, coach, mentor, and grow a team of exceptional Customer Success Managers.
• Lead and guide the optimization of Customer Success engagement models to support increased customer adoption and retention.
• Lead and guide the customer onboarding processes to streamline the customer journey and convert pilots into full term customer contracts.
• Own the execution of customer success plans, ensuring customers are provided the appropriate level of support, and that those plans continuously are adjusted to scale in support of our organizational goals.
• Foster positive one-on-one relationships with Customer leadership teams, acting as an advocate to provide strategic guidance and recommendations.
• Collaborate cross-functionally with internal partners to drive product and process improvements that solve customer challenges and optimize the customer experience.
• Interface with internal executive leadership to ensure Customer Success team objectives are aligned with company goals and objectives.
• Act as a stakeholder and advocate for our Customer Health model, providing valuable feedback to drive data and process that support the needs of our customers proactively.
• Conduct all business in accordance with Intradiem policies and procedures.
• All other duties as assigned.

Your Background

• Experience leading Success Management and coaching a team of high performing direct reports.
• A proven track record of leading a team to successfully achieve growth and retention metrics.
• Ability to perform in a fast paced, dynamic environment.
• A strategic mindset to look at every situation differently, and the willingness to be creative.
• Demonstrated understanding of contact center Workforce Management functions and processes.
• Strong communication, listening, and presentation skills. Comfort and experience addressing concerns and questions on the fly.
• Current knowledge on industry best practices, and the desire to lead those trends.
• Excellent interpersonal skills and ability to build trusted relationships with individuals at all levels of an organization.
• Excellent Change Management skills, including the ability to influence, motivate and persuade.
• Empathy, humility, ethics, integrity and listening skills.
• Typically requires a minimum of 5 years of related experience in Customer Success field