Customer Success Lead

Advantage HQ; États-Unis; À distance; USD 65 000 - 95 000; Plein temps

Résumé du poste

Advantage HQ is seeking a Customer Success Lead to ensure clients are welcomed from day one, guided through onboarding, and supported throughout their journey. You will lead escalations with empathy while maintaining proactive client health checks and clear, ongoing communication.

In this role, you will coordinate with sales, project managers, and coaches to ensure smooth delivery and growth opportunities for clients, helping them realize value and stay engaged over time.

Qualifications

• Experience in customer success, account management, or client services.
• Calm, warm, and confident when a conversation gets difficult.
• Clear writing and good listening.
• Good judgment on when to step in and who to bring in.

Responsabilités

• Resolve client escalations and disputes. Take the lead, gather the full picture, suggest solutions, and explain them with empathy.
• Catch concerns early by monitoring weekly client health and reaching out to prevent issues.
• Welcome new clients by leading onboarding calls so they know what to expect.
• Help clients grow with us by checking in at midpoint and end of the program to celebrate progress and discuss next steps.
• Keep the team informed by collaborating with sales, project managers, and coaches to prevent anything from slipping through the cracks.

Connaissances

Customer success

Account management

Clear writing

Active listening

Outils

Slack

Asana

Description du poste

Customer Success Lead

You make sure our clients feel looked after from their first day to their last. You welcome them in, stay close to how they are doing, and step in when something needs fixing. Turning a frustrated client into a happy one is the best part of this job.

What you'll do

• Resolve client escalations and disputes. This is the heart of the role. When a client is unhappy, you take the lead. You get the full picture, recommend solutions, and talk the client through it with empathy.
• Catch concerns early. You keep a weekly pulse on every client and reach out when someone seems stuck or frustrated, before it grows.
• Welcome new clients. You run the onboarding call for every new client, so they know what to expect and where to find everything.
• Help clients grow with us. You check in at the midpoint and the end of the program to celebrate progress and talk about what comes next.
• Keep the team in the loop. You work closely with sales, project managers, and coaches so nothing falls through the cracks.

What you bring

• Experience in customer success, account management, or client services.
• Calm, warm, and confident when a conversation gets difficult.
• Clear writing and good listening.
• Good judgment on when to step in and who to bring in.
• Organized and comfortable in Slack and Asana.
• E-commerce or influencer marketing experience is a plus.

How you'll get started

You start with onboarding calls and weekly client check-ins. You learn the program first and shadow experienced team members before leading any escalation on your own.