Customer Success Team Lead

**About Us**:
At Breadstack, we empower dispensaries with a cutting-edge platform designed to boost sales, enhance online presence, and streamline operations. Our all-in-one solution integrates inventory, order management, payment, shipping, delivery, and eCommerce to help dispensaries thrive in a competitive market. Join us in building the future of commerce.

**About the Role**:
As the **Customer Experience Team Lead**, you will oversee and shape the end-to-end customer success function, guiding clients through every stage of their journey—from pre-launch onboarding to post-launch optimization and retention. You’ll play a critical role in ensuring seamless transitions across the customer lifecycle, creating processes that drive adoption, satisfaction, and long-term value.

This role requires a dynamic leader who can not only inspire and mentor the Customer Success team but also design and implement scalable systems that align with our growing business. You will serve as the voice of the customer within the organization, advocating for their needs while collaborating with cross-functional teams to enhance the customer experience. Whether it’s setting up onboarding templates, creating engagement strategies, or resolving complex issues, you’ll be at the forefront of building relationships that lead to lasting partnerships.

If you are passionate about delivering exceptional customer experiences and thrive in an environment that values innovation and collaboration, this is the role for you.

**Key Responsibilities**

**Team Leadership & Development**
- Lead and mentor the Customer Success team by setting clear goals, providing regular feedback, and identifying career development opportunities.
- Define performance metrics and conduct regular one-on-one check-ins to ensure team alignment and accountability.
- Facilitate team meetings to encourage knowledge sharing, collaboration, and continuous improvement.
- Serve as the escalation point for complex customer issues, coordinating with cross-functional teams to ensure timely and effective resolution.

**Customer Onboarding & Engagement**
- Develop scalable onboarding templates tailored to different client tiers, balancing efficiency and personalization.
- Create and maintain a robust self-service resource library, including knowledge base articles, tutorials, and automated onboarding workflows.
- Design and execute customer engagement campaigns, providing value-added insights, feature highlights, and optimization tips, especially for scalable support of lower-tier accounts.

**Customer Lifecycle Management**
- Build and implement playbooks for each stage of the customer lifecycle: onboarding, growth, renewal, and advocacy.
- Use automated tools to track customer onboarding progress, engagement patterns, and usage data to ensure timely interventions and proactive support.
- Develop and deliver client training programs through webinars, tutorials, and knowledge base resources to maximize product adoption and success.

**Process & Platform Optimization**
- Identify, implement, and oversee the Customer Success platform to optimize onboarding, customer communication, and health tracking.
- Ensure accurate and actionable customer data within ZoHo CRM, providing a holistic view of each client’s journey and interactions.

**Customer Insights & Retention**
- Gather and analyze customer feedback through direct interactions, surveys, and performance metrics to identify trends and improvement opportunities.
- Collaborate with Product and Marketing teams to ensure customer insights inform product roadmaps and messaging.
- Track key Customer Success metrics (e.g., NPS, CSAT, CLTV) to measure impact, guide strategies, and demonstrate the team’s value.
- Identify at-risk accounts, conduct root-cause analysis, and create targeted retention strategies to minimize churn.

**Qualifications**
- 3-5+ years in Customer Success, Customer Experience, or a related field, with 1-2 years in a leadership role.
- Proficient in ZoHo CRM or similar platforms, Customer Success software, and engagement tools. Familiarity with automation tools and reporting systems is a plus.
- Strong verbal and written communication skills, with the ability to navigate challenging customer conversations.
- Data-driven approach to problem-solving, with experience tracking and interpreting customer success metrics.
- Exceptional organizational skills with the ability to manage multiple priorities and deadlines.
- Passion for delivering exceptional customer experiences and driving long-term client success.

**Why Join Us?**
- Be part of a dynamic team dedicated to supporting customer success and innovation in the fast-evolving dispensary commerce industry.
- Work in an environment that values empathy, integrity, and commitment to excellence.
- Opportunities for ongoing learning and professional development.

If you're ready to make a meaningful impact and bring your expertise to a customer-centered rol