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Customer Success Team Lead

2 months ago

London, Greater London, United Kingdom Similarweb Full time
About the Role

We are seeking an experienced Customer Success Team Lead to join our team at Similarweb. As a key member of our Customer Success organization, you will be responsible for leading a team of Customer Success Managers and driving the success of our most strategic clients.

Key Responsibilities
  • Team Leadership: Lead and mentor a team of experienced Customer Success Managers, driving a culture of client-centricity, ownership, and accountability to achieve business targets.
  • Performance Management: Monitor and evaluate team performance, providing regular feedback and coaching to ensure continuous growth and improvement.
  • Training and Development: Analyze team gaps and work to close them through upskilling training sessions and ongoing development programs for existing team members.
  • Client Engagement: Build customer relationships and act as an escalation point as required, monitoring ongoing customer risk and navigating internal resources for resolution.
  • Collaboration: Work closely with account management, sales, product, and marketing teams to ensure seamless client experiences and feedback loops.
  • Market Expertise: Stay up-to-date with industry trends and competitive landscapes to inform solution development and client recommendations.
  • Reporting: Provide regular reports on team activities, performance metrics, and client feedback to senior management.
  • Expansion Support: Provide technical and strategic support during the upsell/cross-sell process, including product demonstrations/pilots and solution proposals.
Requirements
  • Managerial Experience: At least 3 years of experience leading a team of Customer Success Managers in a SaaS company.
  • Experience: 5+ years of client-facing experience, managing Enterprise-level clients, driving value and engagement, owning retention targets.
  • Industry Knowledge: Deep understanding of digital marketing/competitive intelligence/data analytics areas.
  • Technical Skills: Proficient with Similarweb, Google Analytics, and/or other digital measurement or marketing tools.
  • Leadership Skills: Proven ability to lead, motivate, and develop a high-performing team, leading change management processes.
  • Communication: Excellent verbal and written communication skills, with the ability to present complex solutions clearly and persuasively.
  • Client Centric: Strong customer service orientation with a track record of delivering client success value.
  • Analytical Skills: Strong problem-solving skills and the ability to think strategically and analytically.
  • Education: Bachelor's degree in Business, Marketing, or a related field. Advanced degree is a plus.