What You Will Do:
- Team Building & Talent Acquisition
- Partner with leadership and HR to identify headcount needs and recruit top talent for the Client Success team.
- Participate in interviewing, evaluating, and selecting candidates for nearshore Client Success roles.
- Assist in onboarding new team members to ensure smooth integration and consistent training.
- Set clear goals and performance expectations for team members.
- Conduct regular 1:1s, performance reviews, and coaching sessions.
- Identify skill gaps and design training or development plans to upskill the team.
- Recognize and reward high performers while addressing underperformance constructively.
- Document and refine playbooks, workflows, and best practices for low-touch/tech-touch accounts.
- Implement scalable tools and processes that enable the team to manage large portfolios efficiently.
- Identify process improvements, standardize best practices, and ensure proper use of CRM, analytics, and automation tools across the team.
- Provide feedback to leadership on resource needs, training gaps, and technology improvements.
- Foster a collaborative, high-performance team culture aligned to company values.
- Promote knowledge-sharing and cross-training within the team to ensure redundancy and resilience.
- Act as an escalation point for high-priority client issues raised by the team
- Act as a liaison between the team and senior leadership to surface insights, challenges, and successes.
- Track and report on team KPIs (retention, usage, escalations, NPS) and present insights to leadership.
- Use data to identify trends and opportunities for improving client outcomes and internal efficiency.
- Client Relationship Management
- Serve as part of a shared team, supporting a portfolio of low-touch/tech-touch clients.
- Ensure proactive, consistent communication using scalable outreach (email campaigns, webinars, automated check-ins).
- Monitor client health metrics and take preemptive action to improve retention and adoption.
- Own the resolution of client-reported satisfaction issues from identification to closure.
- Partner with internal teams to coordinate escalations, ensure SLAs are met, and communicate updates clearly to clients.
- Identifying expansion opportunities (new modules, increased usage tiers).
- Identify and route qualified expansion opportunities to Sales or Account Executives through defined lead processes.
- Tracking client usage metrics, health scores, and feature adoption with dashboards.
- Triggering automated outreach based on usage thresholds (e.g., if usage drops or spikes).
- Guiding customers toward high-value features to increase stickiness.
- Hosting regional or multilingual webinars for product updates, best practices, and “how-to” training.
- Creating or curating knowledge base content for FAQs and troubleshooting.
- Offering “office hours” or chat support from offshore teams.
- Use CRM, analytics, and automation tools to manage client portfolios at scale.
- Maintain accurate client records, health scores, and engagement histories.
- Contribute to process improvements for low-touch/tech-touch client success programs.
What You Will Bring:
- 4–6 years in Client Success, Account Management, or related roles, including at least 1 year in a team lead, supervisory, or mentoring capacity (preferably in SaaS, technology, or consulting environments).
- Fluency in the English language is a MUST-HAVE (additional languages a plus for nearshore operations).
- Proven leadership skills with the ability to coach while managing your own book of business.
- Ability to scale client success operations using automation and analytics.
- Experience in handling complex issue resolution and escalation management across
- Understanding of contact center operations, CRM platforms, AI solutions, or analytics is a plus.
