Customer Success Team Lead
Customer Success Team Lead
Customer Success Team Lead
Topline Pro
Topline Pro is seeking a Customer Success Team Lead to enhance customer experience through leadership and direct contribution in a high-touch, call-first environment. The role emphasizes data-driven decision-making and aims to improve customer retention and growth metrics.
Qualification
- 5+ years of customer success or customer experience background.
- 1+ years of direct people management experience.
- Proven success in a high-activity, phone-first environment.
- Strong data-driven mindset with comfort in analyzing metrics and coaching from data.
- Excellent communication, organization, and problem-solving skills.
- Ability to balance hands-on execution with emerging leadership responsibilities.
Responsibility
- Lead a small customer success team while contributing as an individual contributor.
- Drive customer engagement in a call-first environment with high-quality consultative conversations.
- Run team rituals such as stand-ups and reviews based on performance data and activity trends.
- Coach team members on call quality, data usage, and customer strategy.
- Quickly re-plan priorities in response to evolving customer needs and insights.
- Collaborate cross-functionally with Sales, Marketing, and Product teams to align on customer health.
- Track and improve core success metrics including NRR, GRR, churn, response times, reactivations, and downgrades.
