Customer Success Lead

Smartly; New York (NY); On-site; USD 85,000 - 130,000; Full time

Benefits offered by this job

Five weeks paid time off

Flexible work options

Generous healthcare packages

401K matching and equity grants

Job summary

Smartly is seeking a Customer Success Lead in New York, NY, to lead a team of Customer Success Managers. In this role, you will drive customer engagement and adoption of Smartly’s products and services.

Your responsibilities include mentoring the team, managing revenue, and ensuring a high-quality customer experience. Ideal candidates will possess a strong background in Customer Success and Sales, alongside excellent communication skills.

Smartly offers flexible work options, generous PTO, and comprehensive healthcare benefits.

Qualifications

• Proven track record in Customer Success and/or Sales.
• Desire to lead people and help them succeed.
• Excellent knowledge of the digital marketing and paid social landscape.

Responsibilities

• Lead a sub-team of Customer Success Managers and Associates.
• Mentor team members and manage their engagement.
• Take ownership of revenue and customer experience.

Skills

Customer Success

Sales

Digital marketing

Communication skills

Interpersonal skills

Job description

As a Customer Success Lead, you will be responsible for leading and running a sub-team of Customer Success Managers and/or Associates and leading the sub-teams revenue within the region. As the Lead, you will help the team handle a portfolio of customers and drive further change to improve the relationships and product and services adoption. This is the ultimate ‘player coach’ role within the CS function and a great stepping stone for managerial success.

Responsibilities

• Positively lead and handle a sub-team of Customer Success Managers and/or Associates in the region to reach their potential.
• Mentor the sub-team members and run their day to day output and engagement.
• Take ownership of the sub-teams revenue, feature adoption, NPS, expansion (where a CP is not allocated), product feedback, customer experience, onboarding and collaboration with other teams.
• Coordinate key new customer onboarding.
• Be responsible for line management tasks such as annual reviews, salary rounds and HR/People related topics supported by your Head of region.
• Orchestrate the team to follow our enterprise account management playbooks to delight our customers.
• Become the trusted advisor for your enterprise customers in the sub-team.
• Ensure high quality customer experience to new and existing customers.
• Enhance employee engagement and skills development within the team.
• Improve feature adoption and cross sell services across your customer base.
• Minimize customer churn and increase revenue.
• Identify and take action on bottlenecks and areas of improvement.
• Communicate upwards to your Head of Region optimally on your sub team performance and needs and help the Head of CS develop your sub‑region and team.
• Recruit, onboard and develop a growing team of CSA’s and CSM’s.

Qualifications

• A proven track record in Customer Success and/or Sales.
• The desire to lead people and help them succeed.
• Phenomenal understanding of the Smartly product and services.
• Excellent knowledge of the digital marketing and paid social landscape.
• Strong communication and interpersonal skills.
• Track record of a commercial approach to enterprise account management.

Benefits

• Five weeks paid time off (PTO), 11 company paid holidays, unlimited sick days.
• Flexible in‑office, hybrid, & remote work options depending on role.
• Generous healthcare packages & mental health benefits.
• Monthly wellness benefit and learning reimbursement opportunities.
• 401K plus matching & equity grants for all new Smartlies.
• Volunteer time off days & company donation matching opportunities.
• Computer (MAC or PC), phone with plan.
• And so much more.