Lead Customer Success Representative

This is a fully remote position, open to applicants in California, +5 more states.

📋 Description

• Oversee daily Customer Success operations for designated customer accounts

• Implement onboarding, adoption, and lifecycle engagement strategies in line with Customer Success standards

• Act as the main point of contact for managing customer relationships

• Assist in the preparation and presentation of Business Reviews and status updates

• Track customer health, usage, and engagement metrics

• Recognize early indicators of risk and take proactive measures to ensure customer retention

• Promote product adoption by sharing best practices and relevant use-case recommendations

• Facilitate renewal preparedness through consistent value delivery and customer interaction

• Advocate for customer needs internally and liaise with Support, Services, and Sales teams

• Aid in renewal and expansion efforts by identifying customer needs and potential opportunities

• Ensure seamless transitions and follow-ups throughout the customer lifecycle

• Provide mentorship and daily assistance to Customer Success Representatives or newer team members

• Share best practices and contribute to the team's knowledge and execution consistency

• Serve as a role model for Customer Success execution discipline and the quality of customer engagement

• Keep accurate customer records, activity tracking, and health status in CRM and Customer Success systems

• Follow established Customer Success processes, playbooks, and reporting requirements

⛳️ Requirements

• 4+ years of experience in Customer Success, Customer Support, Services, or Account Management roles

• Excellent customer communication and relationship management skills

• Capability to independently manage multiple customer engagements

• Bachelor’s degree or equivalent professional experience

• Experience with recurring revenue, subscription, or service-oriented business models

• Familiarity with Customer Success tools, CRM systems, and concepts related to customer health

• Experience in supporting renewal or expansion initiatives

• Must be a US Citizen due to contractual obligations

🏝️ Benefits

• Employer-subsidized Medical, Dental, Vision, and Life Insurance

• Short-Term and Long-Term Disability coverage

• 401(k) matching

• Flexible Spending Accounts

• Health Savings Accounts

• Employee Assistance Program (EAP)

• Educational Assistance

• Parental Leave

• Paid Time Off for vacation, personal business, illness, and parental leave

• 12 Paid Holidays

• Eligibility for incentive plans

• Opportunities to work on cutting-edge projects and collaborate with dedicated experts