Senior Customer Success Lead - Ownership & Escalation

Energy Innovation Corp; Raleigh (NC); On-site; USD 83,000 - 123,000; Full time

Benefits offered by this job

Mentorship

Benefits

Flexible schedule

Freelance rhythm

Job summary

TechNova Group in Raleigh, NC is seeking a Senior Customer Service Representative to own customer outcomes, manage escalations, and drive attention to detail. The role offers a $83,000–$123,000 package and real mentorship within a collaborative team.

You will maintain CRM records, run discovery calls to uncover budget, and define KPIs linked to revenue and retention, all while owning what you ship in a flexible freelance rhythm with solid benefits.

Qualifications

• Collaborative mindset and enthusiasm for teamwork.
• Measured against a senior bar with clear expectations.
• Professionalism, discretion with sensitive information.
• Proven stress management when textbook answers don’t fit.
• Strong multitasking without compromising quality.

Responsibilities

• Stand up a patient-focused scoring model for the team.
• Bridge customer satisfaction surveys and report to leadership.
• Run discovery calls to uncover budget without asking for it.
• Set and monitor KPIs tied to revenue, retention, and CAC.
• Keep Raleigh renewals on track by owning timelines.
• Maintain CRM records and forecast monthly bookings.
• Provide a territory plan for the CSR crew to execute.

Skills

Collaborative mindset

Teamwork

Professionalism

Discretion

Stress management

Multitasking

Job description

TechNova Group in Raleigh, NC is seeking a Senior Customer Service Representative to own customer outcomes, manage escalations, and drive attention to detail. The role offers a $83,000–$123,000 package and real mentorship within a collaborative team.

You will maintain CRM records, run discovery calls to uncover budget, and define KPIs linked to revenue and retention, all while owning what you ship in a flexible freelance rhythm with solid benefits.