Team Lead, Customer Success

T-Base Communications Inc., An Allyant Company; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

Allyant seeks a Team Lead, Customer Success to ensure clients achieve their accessibility goals. This role involves managing client relationships, overseeing a team, and fostering development, while working within core hours. Ideal candidates will have significant experience in client management and team leadership, along with a strong technical background.

Qualifications

• 4+ years Client Relationship Management experience.
• 2+ years experience managing a team.
• Exceptional written and verbal communication in English.

Responsibilities

• Build strong customer relationships and ensure retention.
• Oversee a team of Customer Success Coordinators.
• Lead contract renewal efforts and identify upsell opportunities.

Skills

Client Relationship Management

Team Management

Technical Setting Experience

Communication Skills

Education

AA or Bachelor’s degree

Tools

Microsoft Word

Microsoft Excel

Adobe Acrobat

SalesForce

Job description

Allyant is the world's first comprehensive accessibility solutions company. Our brand represents the combination of three globally recognized accessibility solutions companies, including T-Base Communications, CommonLook and Accessible360. Our sole focus as a single entity is making accessibility simple, seamless, and efficient for organizations – ensuring equitable access to information for people with disabilities.

At Allyant, we believe every organization’s journey toward equitable access should be simple and seamless through solutions that eliminate the worry, stress and uncertainty often associated with accessibility.

The Role:

The “Team Lead, Customer Success” at Allyant plays a vital role in helping clients achieve their accessibility goals by serving as the primary point of contact throughout their journey. This role combines strategic account management with exceptional customer service, focusing on onboarding, communication, and advocacy to ensure client satisfaction and long-term success.

As Team Lead, Customer Success, you will take on additional responsibilities by overseeing a team of Customer Success Coordinators. In this leadership role, you will direct day-to-day activities, provide guidance and support, and help define and document key processes. You will ensure consistent training and development across the team, fostering operational efficiency and excellence.

This is a contract role and requires willingness to work within Allyant’s core working hours of 9am - 5pm CST (North America).

Responsibilities:

Customer Success Duties:

• Build strong customer relationships and ensure retention by empathizing with clients, understanding their workflows and supporting their accessibility journey.
• Align client objectives with strategic outcomes, identify growth opportunities and develop and present tailored solutions in collaboration with internal teams.
• Oversee translation of SOW/proposals into actionable project plans and ensure accurate data entry in internal systems.
• Participate in client support calls (as needed) and collaborate with internal teams to drive completion.
• Manage a high volume of client accounts while delivering proactive, high-quality service.
• Promote and lead regular [quarterly] business reviews to demonstrate value and strengthen relationships.
• Lead contract renewal efforts and identify upsell opportunities for Allyant services, including regular review of project budgets to determine change order needs.
• Partner with senior CSM and VP Customer Success to strategize and optimize renewals.
• Identify cross-sell opportunities and deliver high-level introductions to relevant services or software, setting the stage before engaging the appropriate internal specialist.
• Identify and communicate customer trends that could positively or negatively impact Allyant’s business.
• Lead and oversee a team of Customer Success Coordinators, directing daily activities and ensuring alignment with team objectives.
• Provide guidance, mentorship, coaching and support to team members to foster their professional development.
• Define and document key processes to improve efficiency, consistency, and quality across the team.
• Ensure consistent training and development opportunities for team members, promoting operational excellence.
• Collaborate with the VP of Customer Success to shape and evolve the Customer Success program and its strategies.
• Contribute to strategic initiatives aimed at continuous improvement within the Customer Success function.

Qualifications & Skills:

• AA or Bachelor’s degree or equivalent demonstrated work experience.
• 4+ years Client Relationship Management experience.
• 2+ years experience managing a team.
• Experience working in a technical setting, specifically in web and/or mobile development is a plus.
• Ability to work independently as well as contribute successfully within a fast-paced team environment.
• Exceptional written and verbal communication in English, and the confidence to communicate with clients in North America on phone or video calls.
• Access to stable internet and computer equipment.
• Comfortable with the use of computers and office automation products such as Microsoft Word, Excel, Adobe Acrobat, SalesForce.
• Ability to work with remote team members.
• Willingness to work within Allyant core working hours of 9am - 5pm CST (North America).

To Apply:

If you are interested in this position please send your CV electronically. PLEASE DO NOT include your photo, date of birth or marital status!