Customer Success Team Leader

Responsibilities:

• Lead & develop a team of 5-8 CSMs managing 10-20 customers each
• Enable your team to build strong relationships with customers, helping them increase the value of their Superside subscription 
• Guide your team in managing the entire post-sales relationship, which includes onboarding, user enablement, and customer satisfaction management
• Support and guide your team to achieve and surpass commercial targets
• Monitor and manage overall account health in your portfolio and make sure your team acts upon any proactively identified signals to mitigate risks or develop opportunities
• Collaborate closely with Superside’s creative project delivery teams to ensure we provide the best customer experience possible
• Continuously share suggestions on ways to update internal processes and implement best practices
• Position yourself as an expert and thought leader, inspiring and continuously educating your team on the latest trends in the world of creative & marketing
• Partner with other teams, such as Operations, Marketing, and Product, to drive strategy alignment, fostering a sense of teamwork and shared objectives

Requirements:

• This role is significantly different from a Customer Support and a standard Customer Success role. It requires a proactive approach to account management and an understanding of customer strategies and future needs. Candidates that will succeed in this role have experience with pro-active account management, deep expertise in marketing & advertising, and a true customer-centric mindset.
• Bachelor Degree or higher in Creative, Communication, or similar / Bachelor in Business or Marketing
• 8+ years of related customer-facing experience and account management, preferably from a Creative/Ad Agency and/or MarTech SaaS environment
• Experience in leading teams of up to 5-10 people
• Proven track record in commercial activities (renewing/upselling contracts)
• Excellent English verbal and written communication skills, great at presenting ideas and discussing solutions in large groups
• Strong customer relationship-building skills, with the ability to manage expectations and build trust
• Bias for action, appreciation for data-driven processes, hard-working, proactive, customer-centric, and execution-driven mindset
• Ability to collaborate with the full account team and other stakeholders
• Ability to quickly learn relevant design production/operations/process concepts and consult customers on them