Customer Success Team Lead

7 months ago

London, United Kingdom Ledger Full time

**We're making the world of digital assets accessible and secure for everyone. Join the mission.**

Founded in 2014, Ledger is the global platform for digital assets and Web3. Over 20% of the world’s crypto assets are secured through our Ledger Nanos. Headquartered in Paris and Vierzon, with offices in the UK, US, Switzerland and Singapore, Ledger has a team of more than 900 professionals developing a variety of products and services to enable individuals and companies to securely buy, store, swap, grow and manage crypto assets - including the Ledger hardware wallets line with more than 6 millions units already sold in 200 countries.

At Ledger, we embody the values that make us unique: Pragmatism, Audacity, Commitment, Trust and Transparency. Hear from our employees how they shape the work we do here.

Ledger is first and foremost a customer-centric company. We build solutions for our customers and continually use their feedback to improve our products and keep growing. As the Customer Success Team Lead, you’ll lead a team of Customer Success Specialists and ensure they’re achieving objectives and continually providing the best customer experience.

**Your mission**:

- Develop and implement comprehensive strategies for the Customer Success department to achieve and exceed key performance indicators (KPIs) and customer satisfaction goals
- Directly manage Customer Success Specialists, providing guidance, support, and oversight to ensure effective team operations and alignment with departmental objectives
- Exercise autonomy in making decisions that affect the operations and success of the Customer Success department
- Play a pivotal role in deciding hiring needs, conduct interviews, and make hiring decisions
- Ensure the efficiency and effectiveness of customer success operations through process improvement, resource allocation, and technology utilization
- Oversee and manage high-level customer escalations, ensuring issues are resolved in a manner that upholds the company’s reputation and customer satisfaction
- Identify development opportunities for the Customer Success team and implement training programs, mentoring, and coaching to enhance team capabilities
- Act as a key liaison between the Customer Success department and other departments within the company
- Communicate departmental updates, challenges, and achievements to senior management
- Utilize data and analytics to drive decisions, assess team performance, and identify areas for improvement

**What we're looking for**:

- Proven experience in a leadership role within Customer Success or a similar department, with a strong track record of achieving results.
- A genuine desire to learn about Web3, cryptocurrencies and other blockchain-based assets
- Excellent decision-making, strategic planning, and problem-solving skills.
- Previous experience coaching and mentoring other team members in order to improve their hard and soft skills
- Deep understanding of customer success metrics, data analysis, and performance reporting
- Strong communication and listening skills - to provide clear and constructive feedback to your team members and peers
- Experience with CRM systems, customer service software, and technology solutions that support customer success

**What's in it for you?**:

- **Equity**: Employees are the foundation of our success, and we award stock options so you can share in that success as we grow
- **Flexibility**: A hybrid work policy
- **Social**: Frequent social events, snacks and drinks in our Holborn office
- **Medical**: Comprehensive health insurance policy offering extensive medical, dental and vision care coverage
- **Well-being**: Personal development, coaching & fitness with our dedicated partners
- **Vacation**: 28 days of paid leave per year, in addition to national holidays
- **High tech**: Access to high performance office equipment and gadgets, including Apple products
- **Transport**: Ledger reimburses part of your preferred means of transportation
- **Discounts**: Employee discount on all our products.
- We are an equal opportunity employer for all without any distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age._
- #LI-Hybrid #LI-AS_

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