About the Role
Customer Success Partner, Team Lead
locations
Remote, United States
time type
Full time
job requisition id
REQ – 03008
Company : ABC Fitness Solutions
It’s fun to work in a company where people truly BELIEVE in what they’re doing!
We’re committed to bringing passion and customer focus to the business.
Job Description
INTRODUCTION:
As a member of the Customer Success leadership team, you will support our colleagues & customers within the North America region with value delivery & success across ABC – Glofoxs boutique customer segment. You will be responsible for leading a team of Customer Success Partners that are focused on delivering value across the full customer lifecycle with a particular focus on Customer Onboarding. The role will drive success across a vital region of our organization North America.
The Team Lead plays a crucial role within Customer Success organization, providing essential support to CSPs ensure optimal customer outcomes while prioritizing key performance indicators such as onboarding efficiency and customer retention. Collaborating closely with their team, the candidate will enable a seamless customer experience, serving as a point of escalation for any customer issues and promoting robust internal cooperation between Sales and Post-Sales departments. Moreover, the role will be instrumental in training and developing team members, aiming to cultivate a group of high-performing individual contributors.
In addition, this role empowers the lead to oversee a smaller portfolio of customers and take charge of reporting and forecasting for their designated segment. The ideal candidate will be ambitious, commercially astute, and deeply focused on customer satisfaction. They should possess the ability to inspire their team and lead through exemplary conduct, embodying the core values of the company, including #GrowthMindset, #OneTeam, and #BestLife.
As we strategize for scaling and enhancing efficiency in 2024, this position will play a pivotal role in the evolution of Glofox, particularly as we refine our existing post-sale structure. The chosen individual will collaborate closely with regional leadership to drive comprehensive success within the post-sale journey
WHAT YOU’LL DO:
- Oversee a segment of Glofox customers, including owning key performance indicators and managing a team responsible for customer relationships.
- Spearheading continuous improvement in vital metrics for a core segment of Glofox customers, including – onboarding time to value, customer onboarded count, gross retention, client engagement, and product adoption.
- Guiding, nurturing, and empowering a team of Customer Success Partners who will assist Glofox clients throughout their customer journey.
- Collaborating with internal teams and customers to pinpoint optimization opportunities for customer onboarding workflows, ensuring an exceptional experience at every stage of the onboarding process.
- Supporting gross retention across the team by providing advice on retention strategies, serving as a counsellor to team members, and acting as a point of escalation for customers.
- Managing a select portfolio of assigned customers, driving success through product adoption, engaging key stakeholders, and effectively managing and mitigating risks using a value-driven approach.
- Engaging and collaborating with leadership across the Technical Implementation team to continuously optimize working methods for customer migrations.
- Coordinating with the Sales team to facilitate a seamless transition into the post-sale structure, including account assignment and escalation.
- Identifying optimization opportunities for customer touchpoints to ensure a consistently excellent experience throughout the post-sale journey.
- Partnering with Enablement & Product Marketing to oversee all customer training materials, adapting them to new product releases, and driving internal process enhancements.
- Collaborating with management to establish feedback loops, surface performance and find ways to continue to optimize core Key Performance Indicators.
WHAT YOU’LL NEED:
- Proven track record of consistently strong performance in your current position.
- Previous experience in supporting a substantial volume of customers within an onboarding phase (35+) or managing a large customer portfolio (150+) as an individual contributor with KPIs focused on performance and retention.
- Demonstrated proficiency in ongoing reporting and a solid understanding of forecasting methodologies.
- Strong inclination to seek solutions for Glofox customers through a value-driven approach.
- Exceptional written and verbal communication skills, including a history of engaging with and presenting to both internal and external stakeholders.
- Exceptional organizational, scheduling, and time management abilities.
- High emotional intelligence and interpersonal skills for effectively collaborating with diverse stakeholders, along with a commitment to achieving positive customer outcomes.
- Evidenced natural leadership abilities, coupled with self-motivation, curiosity, and resilience.
- Innate desire to foster meaningful partnerships with both internal and external stakeholders to promote continuous improvement in work methodologies.