Customer Success Team Lead

Job Title: Customer Success Team Lead

Location: New York  

Salary: $120k-$150k and a quarterly bonus on top  

Industry: SaaS  

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The company:

The business is a LegalTech firm who have recently received a very significant funding round and are growing quickly across North America. The business sells a software which uses next-generation AI to automate the generation, negotiation and analysis of contracts, and which is used by clients all round the globe.

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The Role:

The role will be responsible for leading a team of circa six CSMs, who will be establishing and maintaining positive customer relationships; devising, implementing and project managing onboarding and rollout programs for; training and advising customers on product best practices; and minimising churn.

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Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal candidate will engage productively and collaborate with customers, maximise value, and possess the ability to think creatively about strategies to nurture and expand our reach within the customer base.

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Key Responsibilities:

• Develop and foster an excellent customer experience across the client's comprehensive product suite  
• Work closely with customers to establish proactive deployment, transition, and user adoption strategies  
• Gain and maintain an in-depth knowledge of the product to meet individual customer business requirements  
• Collaborate with other members in the team and with senior leadership  
• Lead, mentor, train a team of circa 6 CSMs  
• Onboard new CSMs into the business

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Requirements:

• A University degree with a GPA of 3.5 or higher  
• Excellent customer facing and communication skills  
• Highly organised with ability to multi-task and prioritise effectively  
• Articulate, charismatic and confident in a customer-facing role  
• Lead a team of Customer Success Managers previously for at least 2 years  
• Excellent communication and interpersonal skills, both verbal and written  

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My client offers a base salary of circa $120k-$150k and a quarterly bonus on top - if this role sounds of interest, please do either apply here or send your resume directly across to dan@3searchgroup.com