Customer Success Team Lead

**Customer Success Team Lead**

We are a rapidly growing startup helping small businesses outcompete the giants; we improve their inventory management (an underappreciated problem) with our powerful yet easy-to-use software and hardware.

We’ve been stable, bootstrapped and successful since 2007. We started by dominating the desktop inventory software market with over a million downloads, and transitioned to the cloud and mobile since 2017, opening up new technological possibilities and accelerating our business growth.

We’ve got an amazing group of talented and friendly people here, and we’re looking for world-class talent, like you, to join us

**Hybrid work - one day/week in the office**

We know that in the software industry, you can get most of your day-to-day work done outside of an office. We value the freedom and flexibility that comes from being able to work from home; in fact, we’ve been pioneers in mostly-working-from-home for over a decade, waaaay before it was cool.

We also believe that it’s important to be able to build real human connections (dare I say, friendships?) with your co-workers, and that there’s no substitute for in-person bonding time for this. These connections (friendships?) build trust and encourage open and honest conversations; they’re good for business AND good for well-being.

That’s why we will be requiring that employees work one day per week (typically) in our beautiful Toronto office, with this in-person time focused on team gatherings, monthly free lunches, and other activities that are best done in-person. Other days, you’re free to work from home, the office, or any productive environment.

**Some of our job benefits**
- Health and dental benefits
- Top-notch computers. We hate slow computers too
- $500 fitness benefit (for gym memberships, bicycles, FitBit, etc.)
- Subsidized internet and phone plans
- Make a difference: you'll be the 61st member of our tight-knit team
- 3 weeks vacation (increasing with tenure) plus 10 days paid-time-off

**Job Overview**

As our **Customer Success Team Lead**, you’ll be in charge of growing the customer success department, helping the team get customers and their businesses onboarded, and grow their accounts. This role is a mix of managing and doing - Your goal is to improve the processes, dynamics, and strategy of the team and also teaching our customers how they can get the most out of the software they subscribed for.

**Core management responsibilities**:

- Design and improve systems and processes to
- Relationship: Improve relationships with our customers
- Onboarding: Get customers trained and onboarded efficiently on our program
- Upselling: Grow existing customers account through upselling
- Retention: Help mitigate the risks of customers downgrading or cancelling
- Provide guidance and mentorship to a team of 5 (and growing), Customer Success Managers (CSMs), across Toronto and Lisbon
- Manage our CRMs to equip our CSMs with the best tools possible to get the job done
- Monitor, develop, and implement team best practices to increase retention, identify expansion opportunities, and mitigate churn risk
- Manage operations of the team, including scheduling, meetings, 1:1s, performance reviews, etc.
- Help set, monitor, and report on achievement of KPIs (both individual and team level)
- Participate in hiring and training of new talent, as required

**Core customer success responsibilities**:

- Manage a set of customer accounts across the entire lifecycle by driving engagement and growth among our customers
- Act as a point of contact for existing customers and handle their requests in a timely and professional manner
- Understand our customers’ businesses and how they may benefit from using inFlow
- Engage customers in initial set up and schedule regular check ins to encourage adoption and ensure retention
- Provide 1:1 or 1:many onboarding sessions over Zoom for customers to help them get set up with things such as:

- Importing their inventory into the program
- Setting up basic account information
- Recommending the best workflow/way to use inFlow for their company
- Helping set up integrations with 3rd party software
- Make people happy by solving problems. Earn more praise like this: “I want to thank inFlow support. They were so amazing helping us set up our very complicated inventory.”
- Work on side projects aimed to improve engagement and retention

**Secondary responsibilities**:

- Work across the CSI team to implement processes that work towards shared objectives of engagement and retention
- Gather insightful feedback from customers and share with our Product team
- Represent the customer voice and CSI team on special projects across departments like Sales, QA and Product teams
- Report and flag issues to necessary internal teams, such as QA, Marketing, Support, etc.
- Come up with your own ideas on how to help out

What we’re looking for
- Experience: You have direct experienc