Team Lead, Customer Success

July 16

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Ecommerce • Customer Support • Online Store • Customer Experience • Help Desk

201 - 500

💰 $30M Series C on 2022-08

Description

• Manage the CSM team of 4-8 individuals • Own your team's metrics and drive the plan to exceed them, specifically expansion, churn mitigation, and business reviews • Implement best practices, process improvements, training, playbooks, and feedback loops to ensure the team has consistently valuable conversations with customers • Conduct call reviews, coach, and give constructive feedback to ensure our interactions drive product adoption • Create and execute scalable strategies to improve customer engagement, CSAT, health score, and retention • Work closely with internal teams (Product, Sales, Marketing, Success-Growth) to align priorities with customer needs and deliver increasing value over time • Continuously raise the bar on what’s expected of customer success team members to create a high-performing team • Create a fun and competitive global environment

Requirements

• Data and results/execution-oriented; you like to move fast • 3+ years of experience in leading high-performing CSM teams in B2B enterprise SaaS and 5+ years of experience in customer-facing roles • Demonstrated ability in leading a customer-facing team — helping your team prioritize and manage their book of business, develop and drive best practices, and drive deep strategic value for customers • Proven track record of owning and hitting team metrics • Passionate about developing people and coaching your team • High energy leader with excellent cross-functional collaboration skills to drive customer initiatives • Desire for continuous learning and improvement with enthusiasm that inspires others • Player-coach mentality and willingness to work with customers

Benefits

• 🏖️ 5-week vacation • 🤕 Paid sick leave (15 days) • 🌏 6 weeks full remote/year • 🧸 Paid parental leave (16 weeks) • 💻 MacBook Pro • 🍽️ CAD $400/month for lunch expenses (you’ll have your own Gorgias credit card) • 🏥 We provide private health insurance and retirement pension • 💆🏻‍♀️ Get up to CAD $900 to set up your workstation at home (working from home should feel breezy) • 📚 Get up to CAD $2600 of learning material and wellness support per year! This includes CAD 1950 for learning material (such as books, courses, and individual coaching sessions) directly linked to your job scope, as well as a CAD 650 wellness budget. Take advantage of these resources to grow in your role and prioritize your personal development and wellness. • 🥰 Every quarter, we organize an online company-wide summit to discuss where we’re going and strengthen social bonds. Once per year, we organize offsite team retreats and company retreats!