Team Lead, Customer Success Management

Introduction

The Customer Success Management team at Optimizely is the customers advocate and is focused on customer satisfaction, retention, and identifying new opportunities to expand our relationships with our customers and partners. As part of the CSM team you are ensuring our customers suc-cessfully adopt Optimizely by engaging with them at all key points in the lifecycle. As team lead you also support the CSM team on a daily basis, advising and guiding them in their daily tasks to help them succeed. 
We are looking for a go-getter to join our CSM team as a team lead. The ideal candidate will be a team player-coach providing coaching, mentorship, and administration to a team of Customer Success Managers. The team lead will champion the team’s goal of supporting our customers adopt and realize value of Optimizely’s product portfolio - ultimately driving revenue growth and retention - by being trusted business advisors and expert guides throughout the whole customer journey. 
Highly organized and technically strong, the ideal candidate is a people person who is confident, articulate, and sensitive to the needs of both customers, partners, and team members, with deep empathy for ensuring that needs are understood. Passionate in client services and strong desire to deliver exceptional results.

Job Responsibilities

The role is split 50/50 between team lead and customer success manager 
Empower the CSM team to deliver exceptional and “white glove” customer service experience as business advisors helping our customers through the entire customer journey. 
As a team player-coach to the team:
Act as a CSM escalation point, possessing the ability to handle difficult customer conversations deftly.
Provide support and overflow capacity to the team as needed.
Maintain best-in-class customer service, actively coaching your team on best prac-tices, customer feedback, personal growth etc.
Be a developmental leader, working closely with team members to focus on career growth potential.
Conduct regular 1:1 coaching and constantly challenging the team by being a catalyst to their growth.
Be an ambassador for the CSM team across the organization, working closely and collaboratively with key business partners in Onboarding, Marketing, Partner, Sales and Product.
Working closely with your manager and the CS leadership team to seek out and incorpo-rate feedback to make relevant changes, updates and implement the new processes where needed. 
Contribute to departmental OKRs pertaining to the Global CSM team.
Develop and iterate on internal and external documentation to support the team and the whole organization. 
Be part of a smooth onboarding process to new team members - managing training con-tent, scheduling shadowing etc together with the Manager and the “buddy”. 
Flexibility to occasionally work outside regular business hours.
Support customers and partners during the entire lifecycle with Optimizely.
Report on the customer status, at risk, churn, upsell opportunities to the management team. 
Conduct frequent meetings and QBRs with customers and support team members when needed. 
Work proactively with your customer base on renewals, provide accurate renewal fore-casting and support the team where needed. 
Represent the Customer Success team at client facing meetings, travel when necessary. 
Maintaining and innovating the use of CRM and CSM tools to record customer information and to track KPI’s, advocate best practice to the team. 
Maintaining outstanding levels of client retention.
Maintain an active course of self-development in Optimizely & Industry developments and share insights with the wider CSM team. "        

Knowledge and Experience

Proven top performer on the Customer Success Management team.
Possesses and applies comprehensive knowledge of particular field of specialization to the completion of complex assignments.​
Comprehensively understands current industry best practices and applies appropriately.
Shows expertise in a specific feature / process / program within the function​.
Experience mentoring or leading entry level employees​.
Business acumen is moderate, and recognizes causation between own group and immediate stakeholder groups​.
Ability to break down and manage deliverables to completion for self and team​.
Customer Service Mindset

Education

Bachelors degree 
 

Competencies