RRemoteville

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Customer Success Lead

Skills
Software As A ServiceAccount PlanningBusinessBusiness InsightsCreativeCustomer EngagementCustomer Satisfaction
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • Experience in a Customer Success Lead role
  • Experience in a rapidly scaling SaaS business
  • Understanding of UK and US customers
  • Creative problem solving skills
  • Empathetic customer-first mindset
  • Strong communication with senior stakeholders
  • Comfort with ambiguity and change
  • Strong self-organization and accountability
  • Energetic tenacious and enthusiastic approach
  • Curiosity and passion for learning

Nice to have

  • Global customer experience
  • Legal secretariat or tax exposure
  • Company secretariat services

Day to day

  • Manage a portfolio of customers and build trusted advisory relationships that support their strategic aims and long-term growth.
  • Develop customer engagement and account plans that strengthen adoption retention and Net Revenue Retention.
  • Collaborate across internal teams to champion the voice of the customer and improve the overall customer experience.
  • Use customer feedback data and insights to identify opportunities for expansion advocacy and product improvement.