Customer Success Team Lead

Position Summary 

The Customer Success Team Lead is responsible for driving customer adoption and success. They must be a leadership and relationship management expert who is able to maintain a deep knowledge of the client’s business objectives, industry and how Prove delivers value. This role will not only be the primary point of contact for clients but will also coach a team of Customer Success Managers and Consultants to meet overall corporate objectives. This role will focus on providing day-to-day management of Customer Success team members, improving the overall structure of the Customer Success program, delivering the highest client satisfaction to our top tier accounts, as well as protecting and growing revenue.

The Customer Success Team Lead will work with internal teams to balance, meet and exceed customer expectations and perceptions. This includes understanding various post-sale adoption methods and devising ways to measure and improve to ensure the customer onboarding and handoff experience is world-class. This role will also provide ongoing assistance to leadership in order to improve the overall structure of the Customer Success organization. 

This role will be the primary owner of communication with their assigned clients via regular engagement to ensure we deliver upon the expected business value. The successful candidate will understand any customer concerns and facilitate resolution using both client and Prove resources efficiently, including managing the escalation of support inquiries as needed.

What You Are Accountable For

As a member of the Customer Success organization, the Customer Success Team Lead will:

• Develop cross team efficiency and process improvements to support overall success of organization 
• Lead a team of Customer Success Managers and Consultants and participate in onboarding and training of new team members 
• Manage clients based on the following Customer Success Manager guidelines: 
• Establish reputation as trusted partner 
• Capture, track, manage and report on customer “Pass Rate” as customer-facing success KPI
• Own Customer Revenue forecasting and reporting 
• Identify and create opportunities for boosting revenue as a result of customer satisfaction
• Achieve revenue goals through live client volume management and client contract renewals 
• Conduct quarterly business reviews, presenting the status of the Prove relationship, active project(s) and the value achieved
• Identify client business requirements, define use cases, and understand data sources to match compelling customer pain points with product capabilities
• Act as the client’s internal advocate at Prove
• Support the Implementation Manager during the customer onboarding process
• Partner with internal project teams to define current and projected work flows that translate business requirements to specifications
• Effectively manage assigned projects which may include data vendor partnerships, compliance/regulatory administration, internal project documentation, documenting client technical specifications for engineers and ongoing maintenance
• Identify, pursue and deliver account expansion within live use cases
• Train clients in the use of our solutions
• Exceptional communication with mid to executive level internal and external customers
• Promote, maintain and enhance our cultural values of humility, passion, inclusion and leadership;
• Assist in achieving our corporate objectives on brand NPS, customer pass-rates and NPS, platform resilience, data privacy and platform and data security.
• Keep the company informed on market intelligence regarding the identity verification and authentication markets.
• Strong passion for learning our products and markets through in-house and external training.

What We Require

• 4-6 years of experience in a customer-facing role such as account management or sales in a high-growth tech startup going from $50m to $200m in ARR.
• 1-2 years of experience managing a customer facing team 
• Aptitude and passion for technology, KPIs, data, business cases
• Excellent written and verbal communication and presentation skills
• Ambition and desire to grow and expand your career
• Track record of building and maintaining successful client relationships
• Bachelor’s Degree

Travel: 30% 

This position description should not be considered the final description of the position. The position description is not intended to be an all-inclusive list of duties and standards of the positions. It should be assumed that we would, to some extent, structure responsibilities in accordance with the successful candidate’s capabilities and changing business conditions. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

The salary range for this role is $120,000 - $150,000 plus company bonus. Offered salary will be determined by the applicant’s education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.

Benefits & Perks for FTE Provers:

• Competitive salaries & Bonus Plan (for eligible roles) and Equity Plan
• 401(k) Retirement Plan & Match
• Comprehensive medical benefits for you and your family ❤️
• Emotional & Physical Wellness – Access to wellness services (EAP, Gympass, Prove Well-Being Reimbursement)
• Unlimited Vacation and Flexible hours
• Professional Development Coaching via Bravely
•  $15.00 stipend for lunch if you come into the office through GrubHub
• 12 paid holidays for all global employees �
• A great place to work and connect with other talented Provers like yourself!