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Enterprise Customer Success Team Lead
3 months ago
Recognized as a trailblazer within the industry, our client holds a coveted position in the Gartner Magic Quadrant for IT Service Management (ITSM) and have been lauded with the prestigious AWS Rising ISV Star Award.
With an extensive footprint encompassing over 4,000 clients across 140 countries, positively impacting the daily experiences of more than 9 million end-users, our client is unwaveringly dedicated to the evolution of organizational service management. As they continue to grow they are looking to add an Enterprise Customer Success Manager Team Lead to their Toronto team. Player-coach About the role:- Manage your book of business and the life-cycle of account management activities
- Develop strategic plans for value expansion in existing customer accounts
- Drive customer adoption of solutions, focusing on continuous improvement for satisfaction and retention
- Lead and motivate a team of Client Success Managers
- Foster a positive and collaborative team culture that encourages innovation and continuous improvement
- Identify growth opportunities within your team members' account portfolio
- Collaborate with cross-functional teams
- Monitor, collect, and escalate issues for proper internal and external follow-up, communication, and resolution.
- 6+ years in customer success in the software B2B hi-tech industry (SaaS/AI products)
- 2-3 years of successful management experience
- Proven ability to deliver client-focused solutions based on customer needs
- Results-oriented with a strong track record in achieving business objectives
- Exceptional leadership qualities, including high accountability, proactivity, and thoughtfulness
- Minimum base salary of $110K with a range above dependent on experience
- Minimum OTE is $160K with a range above dependent on experience
- This role is based in their Liberty Village office; 3 days in office and 2 days from home
