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Customer Success Team Lead

2 months ago

London, Greater London, United Kingdom Purlos Full time

Job Overview

Purlos, a pioneering EdTech company, is seeking an experienced and motivated Customer Success Team Lead to join our growing organisation. The successful candidate will be responsible for leading and developing a team of Customer Success Managers, implementing effective processes, and contributing directly to client success as a player-coach.

Key Responsibilities

  1. Team Leadership: Lead and manage a team of Customer Success Managers, providing mentorship, guidance, and performance management to drive team success.
  2. Client Retention and Growth: Drive client retention and revenue expansion through strategic upselling and cross-selling initiatives, ensuring long-term client relationships.
  3. Process Development: Develop, implement, and optimise customer success processes, embedding them into team workflows within HubSpot to enhance efficiency and effectiveness.
  4. Performance Metrics: Measure and report on team performance metrics to senior leadership, ensuring alignment with overall business objectives.
  5. Account Management: Manage a portfolio of key accounts, serving as a player-coach to demonstrate best practices to team members and drive client success.
  6. Data Analysis: Analyse customer data and feedback to identify trends, opportunities, and areas for improvement, informing strategic decisions.
  7. Team KPIs: Set and monitor team KPIs, ensuring alignment with overall business objectives and driving team performance.
  8. Escalation Point: Act as an escalation point for complex customer issues and high-priority accounts, providing timely and effective solutions.
  9. Cross-Functional Collaboration: Collaborate with cross-functional teams (Sales, Product, Support) to ensure seamless customer experiences and drive business success.
  10. Team Culture: Facilitate regular team meetings and foster a culture of continuous improvement, promoting a positive and productive team environment.

Requirements

  1. Experience: 3+ years of experience in Customer Success or Account Management roles, with a proven track record of increasing client retention rates and driving revenue expansion.
  2. Leadership Experience: 1+ years of team leadership experience, with a strong understanding of team management and development.
  3. Process Implementation: Experience in implementing and optimising customer success processes within CRM systems (particularly HubSpot), with a strong understanding of SaaS business models and customer lifecycle management.
  4. Communication Skills: Excellent communication and interpersonal skills, with the ability to build and maintain strong customer relationships.
  5. Analytical Skills: Proven ability to interpret data and derive actionable insights, with a strong analytical mindset.
  6. CRM Experience: Experience with CRM systems (e.g., HubSpot, Salesforce) and customer success tools, with a strong understanding of their functionality and applications.
  7. Education: Bachelor's degree or equivalent experience in a relevant field, such as business, marketing, or a related field.

Benefits

  1. Competitive Salary: Competitive salary based on experience, with opportunities for performance-based bonuses.
  2. Performance-Based Bonuses: Performance-based bonuses, tied to individual and team performance metrics.
  3. Annual Leave: 25 days annual leave + bank holidays, providing a healthy work-life balance.
  4. Private Health Insurance: Private health insurance, ensuring the well-being of employees and their families.
  5. Pension Scheme: Pension scheme, providing a secure financial future for employees.
  6. Professional Development: Opportunities for professional development, including training and education programs.
  7. Flexible Working Arrangements: Flexible working arrangements, allowing employees to balance work and personal responsibilities.