Customer Success Lead (m/f/d)

Job Description

Define Customer Success Strategy: Develop and implement a comprehensive customer success strategy tailored to the needs of a global high-tech sales organization.

Establish Customer Success Unit: Set up and lead the customer success unit, ensuring alignment with company goals and objectives.

Customer Onboarding: Oversee the onboarding process for new customers, ensuring a smooth transition and quick realization of value from the product or service.

Customer Relationship Management: Build and maintain strong relationships with key accounts, acting as the primary point of contact for strategic clients.

Customer Retention and Growth: Drive client retention, renewals, upsells, and overall satisfaction.

Team Leadership: Lead and mentor a team of customer success managers, providing training, setting performance goals, and conducting regular reviews.

Cross-functional Collaboration: Work closely with sales, marketing, and product development teams to align customer success initiatives with company goals.

Customer Feedback Analysis: Analyze customer data and feedback to identify patterns, predict potential churn, and uncover opportunities for product or service improvements.

Crisis Management: Manage customer crises and conflicts, resolving issues in a manner that maintains trust and prevents churn.

Reporting and Insights: Prepare and present regular reports on customer success metrics, insights, and recommendations to senior management.

Key metrics & deliverables:

• Customer Retention Rated.
• Customer Satisfaction Score (CSAT)
• Net Promoter Score (NPS): Assesses customer loyalty and likelihood to recommend the service.
• Customer Lifetime Value (CLV):
• Churn Rate:

Key Prerequisites:

• Experience: 7+ years in Customer Success or Account Management, preferably in a high-tech or SaaS environment.
• Leadership Skills: Proven ability to lead and mentor a team, with strong organizational and performance management skills.
• Technical Proficiency: Strong understanding of high-tech products and services, with the ability to communicate technical concepts to non-technical stakeholders.
• Analytical Skills: Excellent analytical and problem-solving abilities, with experience in data analysis and reporting.Communication Skills:
• Exceptional written and oral communication skills, with the ability to engage and influence various audiences.
• Customer-Centric Mindset: A strong focus on customer satisfaction and the ability to build and maintain long-term relationships.