Remote Team Lead - Customer Success

Placements24; Klerksdorp; Hybrid; ZAR 900,000 - 1,300,000; Full time

Job summary

Placements24 is seeking a Remote Team Lead - Customer Success to guide and inspire our distributed customer success team. This remote-first role demands strong leadership, excellent communication, and a commitment to helping customers achieve maximum value from our platform.

You will coach remote Customer Success Managers, design strategies to improve retention and expansion, monitor performance metrics, and collaborate with sales, product, and support to ensure a seamless customer journey.

Qualifications

• Experience leading remote customer success teams.
• Proven ability to improve customer retention and growth.
• Strong communication and coaching skills.

Responsibilities

• Lead, coach, and mentor a team of remote Customer Success Managers to achieve performance goals.
• Develop strategies to enhance customer satisfaction, retention, and expansion.
• Monitor team performance metrics and implement proactive measures.
• Foster a positive, collaborative, results-driven team culture among remote team members.
• Escalation point for complex customer issues with timely resolution.
• Collaborate with sales, product, and support to ensure a seamless customer journey.
• Contribute to development and refinement of CS processes and best practices.
• Onboard and train new remote CSMs for success.
• Stay abreast of industry trends in CS and remote management.
• Champion the voice of the customer internally to product/marketing.

Job description

About the Role

Our client, a leading global SaaS provider, is looking for an exceptional Remote Team Lead - Customer Success to guide and inspire our distributed customer success team. This role is inherently remote-first, demanding strong leadership, excellent communication, and the ability to foster a cohesive and high-performing team culture irrespective of physical location. You will be responsible for empowering your team to deliver outstanding support and drive customer retention and growth for our clients worldwide. The ideal candidate possesses a passion for customer advocacy, a strategic mindset, and a proven ability to manage remote teams effectively. You will be a key player in ensuring our customers achieve maximum value from our platform, contributing directly to our client's success. This is a fantastic opportunity to lead a dedicated team from anywhere, shaping the customer experience for a cutting-edge technology company.

Key Responsibilities

• Lead, coach, and mentor a team of remote Customer Success Managers (CSMs) to achieve individual and team performance goals.
• Develop and implement strategies to enhance customer satisfaction, retention, and expansion.
• Monitor team performance metrics, identify trends, and implement proactive measures to address challenges.
• Foster a positive, collaborative, and results-driven team culture among remote team members.
• Act as an escalation point for complex customer issues, ensuring timely and effective resolution.
• Collaborate with sales, product, and support teams to ensure a seamless customer journey.
• Contribute to the development and refinement of customer success processes and best practices.
• Onboard and train new remote CSMs, ensuring they are equipped for success.
• Stay abreast of industry trends and best practices in customer success and remote team management.
• Champion the voice of the customer internally, providing valuable feedback to product and marketing teams.