StarRez, Inc.

Team Lead, Customer Success

StarRez, Inc.

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $86,000 - $96,000 per year

Job Level

Senior

Tech Stack

Cloud

About the role

  • Lead, coach, and mentor a team of Customer Success Managers (CSMs), ensuring consistency in process, customer engagement, and delivery of value
  • Conduct regular 1:1s with CSMs to review accounts, provide feedback, and support career development
  • Oversee onboarding and training for new team members; build scalable training resources
  • Act as an escalation point for complex customer issues, providing guidance and resolution strategies
  • Monitor team performance against KPIs tied to NRR, customer health, and engagement
  • Drive alignment across Customer Success, Services, and Support to ensure smooth customer transitions and continuity of service
  • Maintain a select portfolio of customers, delivering the same high-touch success management expected of CSMs
  • Drive adoption, value realization, and customer satisfaction through regular engagement, consultative guidance, and proactive account planning
  • Identify opportunities for growth and expansion, contributing to account-level NRR
  • Conduct NPS follow-up conversations and translate customer feedback into actionable improvements
  • Serve as a trusted advisor to customers, ensuring alignment between their business objectives and our solutions
  • Contribute to the design and continuous improvement of Customer Success programs, playbooks, and processes
  • Provide monthly reporting to leadership on customer health, NRR trends, engagement, and NPS performance
  • Partner cross-functionally to close feedback loops, improve onboarding and training processes, and enhance the overall customer experience

Requirements

  • 2+ years in a Customer Success role with direct customer-facing responsibilities
  • Experience leading or mentoring peers, with demonstrated ability to coach and develop others
  • Strong communication and facilitation skills, both written and verbal, with the ability to influence at multiple organizational levels
  • Strong problem-solving and judgment skills; proven success in issue management and conflict resolution
  • Proficiency with Salesforce or similar CRM, and comfort leveraging data/metrics to inform decisions