Team Lead, Customer Success

5 days ago


Old Toronto, Ontario, Canada CrowdRiff Full time

About CrowdRiff

CrowdRiff is a leading provider of visual storytelling solutions for destination marketers. Our mission is to empower our customers to showcase their unique destinations through powerful and engaging visual content.

We are a remote-first company, with a team of modern-day explorers who are passionate about great visuals and technology. We believe in taking action now and thrive in an open, challenging, and encouraging environment.

About the Role

We are seeking an experienced Team Lead, Customer Success & Onboarding to join our Customer Success team. As a Team Lead, you will be responsible for leading a team of Onboarding Specialists who will manage the end-to-end Onboarding process for our customers.

Key Responsibilities

  • Build, coach, and develop a team of Onboarding Specialists who will manage the end-to-end Onboarding process from sales handoff to system configuration, training, and handoff to Customer Success Managers.
  • Establish best practices, playbooks, and processes to enhance the customer onboarding experience and train and monitor Onboarding Specialists on these.
  • Coach, grow, and provide consistent feedback to your team of Onboarding Specialists to help them achieve better customer adoption.
  • Maintain company Net Revenue Retention target amongst your portfolio of customers by building great relationships and demonstrating value in CrowdRiff's products.
  • Develop Onboarding goals for the Onboarding Team with our customers and work with them to achieve them.
  • Hiring great Onboarding Specialists to ensure company objectives and customer objectives are exceeded.
  • Developing initiatives and process improvements that drive customer adoption and documenting and training those processes.
  • Build a supportive, enabling, and mentoring relationship with each team member of your Onboarding team.
  • Closing, collaborative relationships with the Sr. Manager, CS and Director, CS.
  • Relationships with Sales and Customer Success to ensure smooth handoffs for our customers.
  • Maintaining close relationships with your portfolio of customers to increase product adoption and retention.

Requirements

  • Facilitation and learning and development experience.
  • Experience mentoring and coaching junior and intermediate resources.
  • Excellent communication skills.
  • Excellent project and process management skills.
  • Ability to translate and communicate technical jargon to non-technical users.
  • 3+ Years experience in a Customer Experience role.
  • 2+ Years in a management position overseeing a team.

What We Offer

At CrowdRiff, we offer a competitive salary, medical, dental, and vision plan, as well as a range of benefits and perks, including:

  • Parental leave.
  • Extended learning and development opportunities through our DevDollars program.
  • Equity incentives.

Flexibility at Work

  • Feel-good Fridays with every other Friday off in summer.
  • No-meeting Fridays year-round.
  • Work from home allowance + Flexible work hours.
  • Regular team socials & team events.

Travel

  • Up to 8 weeks of vacation.
  • Up to $3000 towards your next trip.
  • Travel and work from a country of your choice for 90 days.
  • Access to a personal travel concierge.


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