The Customer Success Team Lead oversees CSMs, ensures customer retention and satisfaction, manages a $2M+ book of business, and collaborates on customer success strategies.
Transfr is on a mission to help create pathways to career success. Our immersive career exploration and training simulations empower learners and job seekers of all ages find the right job for them and build the skills they need to enter (or reenter) the workforce or change careers — helping them improve their quality of life.
Immersive VR experiences from Transfr have been shown in studies to deliver better learning gains than video tutorials, slide presentations, and other training methods. Learners also find Transfr experiences highly engaging and enjoyable. At Transfr, we believe the future starts with innovative workplace training and skills development. We’re building bridges between schools, workplaces, and governments to help improve training and job placement pipelines and create a better tomorrow, today.
Role Overview:
The Customer Success Team Lead is responsible for guiding and overseeing designated Customer Success Managers (CSMs) and/or Associate CSMs. This role ensures that both customer goals are achieved and strong, lasting customer relationships are maintained. The role focuses on effective people leadership and delivering exceptional customer outcomes. Additionally, the CS Team Lead is accountable for managing their own Book of Business.
*Based on the BoB and territory this role supports, we will only be considering candidates based in Florida*
Key Responsibilities:
- Lead, coach, and develop CSMs, and/or Associate CSMs, and/or Team Implementation Specialists to ensure they meet customer success targets related to retention, satisfaction, and business growth.
- Track customer health, manage renewals, and identify opportunities for upselling within the defined Team.
- Collaborate with the RVP to tailor and implement the customer success strategy to meet regional objectives.
- Oversee high-profile and strategic accounts in the region, ensuring each customer receives a personalized approach to their unique needs.
- Work with cross-functional teams to advocate for customer needs, including recommending product improvements or new features based on feedback.
Qualifications:
- Minimum of 7 years of experience in customer success or account management
- Prior people management experience is preferred
- Exceptional prioritization and organizational capabilities to manage all aspects of a $2M+/- book of business.
- Ability to work independently and manage multiple customer relationships simultaneously.
- Technically adaptive with capability to learn new solutions, features/functionality, and communicate those in a value-added way to customers.
- Adept in identifying customer risks and proactively engaging customers to equip them with solutions.
- Strong presentation, negotiation, problem-solving and analytical skills.
- Proven track record of consistently exceeding objectives - self-motivated, and driven by results.
- Willingness to travel up to 50% of the time.
Performance Metrics:
- Success of CSMs and/or Associate CSMs under their management.
- Customer health and retention within their own BoB as well as in the BoBs of team members.
- Revenue growth (through upsells and renewals) within their own BoB as well as in the BoBs of team members.
- Team customer satisfaction, measured through PL Surveys, CSAT and NPS scores.
What We Offer:
The base salary range for this position is expected to be between $100,000 - $110,000, with the actual base salary amount dependent on a number of factors, including but not limited to a candidate’s credentials, relevant experience, and primary job location. In addition to salary this role may be eligible for additional company benefits such as bonus, stock options, 401(k), paid vacation and sick time, and medical/dental/vision insurance.
In Closing:
If you're looking to make a big difference in the lives of others, we invite you to join us on our mission to make learning more intuitive and help individuals develop the skills they need for career success.
Be a part of creating pathways to prosperity by helping to develop training simulations to teach skills that lead to well-paying jobs, for all.
At Transfr, we embrace diversity because it breeds innovation. Transfr is an equal opportunity employer that participates in E-Verify committed to providing equal employment opportunities to all applicants, consultants, and employees, and prohibits discrimination and harassment of any type without regard to race, color, religion, age, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
**Must be authorized to work in the United States without restriction**
Learn more at transfrinc.com
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