Customer Success Team Lead Needed At Linkgraph

Responsibilities:

Strategic Initiatives and Frameworks:

• Create and implement CSM ROCKs (key priorities) and lead execution of the EOS framework within the team.
• Support CSMs in client strategy and implementation, including spot-checking and revising strategies as necessary.

Revenue and Retention:

• Collaborate with CSMs to develop upsell strategies that align with quarterly revenue targets.
• Address and coach on client escalations to ensure client satisfaction and retention.
• Conduct monthly churn post-mortem reviews to understand patterns and develop win-back strategies.

Team Leadership and Development:

• Review HubSpot activity and address any irregularities weekly.
• Conduct performance reviews, providing coaching and mentorship to the CSM team.
• Lead the hiring process for CSMs and offer feedback to refine workflow and improve the candidate pool.
• Implement and lead training sessions and development programs.

Communication and Processes:

• Conduct audits of Slack and email communications, ensuring clarity and accuracy in messaging.
• Monitor the completion of CSM daily responsibilities.

Invoicing and Billing:

• Oversee and troubleshoot invoicing and billing procedures, enforcing best practices and resolving conflicts.
• Review potential credit or refund issues before escalation.

Tools and Industry Trends:

• Ensure the CSM team is well-versed in best practices for our tools and set up training sessions for updates.
• Stay informed on industry trends and emerging tools to keep our company competitive.

Sales Collaboration and Compliance:

• Collaborate with the sales team to monitor and improve the sales-to-CSM handoff process.
• Provide feedback on new client issues that may relate to the sales process.
• Conduct quarterly reviews of risk and compliance policies with the CSM team.

Player/Coach Responsibilities:

• Manage your own book of business, ensuring exceptional service and satisfaction.
• Implement personalized client strategies and liaise directly with clients to enhance partnerships.

Requirements:

• 2+ years leadership experience in customer success or a similar role.
• Strong coaching, mentoring, and team development skills.
• Experience in managing client accounts and executing client strategies.
• Excellent communication and strategic thinking abilities.
• Experienced with HubSpot, billing systems, and customer success tools.
• Ability to work collaboratively and cross-functionally with sales and other teams.
• SEO Experience at the agency / enterprise level.