Customer Success Team Lead
- Team Leadership: Manage, mentor, and support Customer Success Managers (CSMs) in their day-to-day work.
- Escalation Management: Act as the primary escalation point for customer issues and requests, providing feedback to the team to help resolve blockers.
- Process Excellence: Ensure consistent execution of onboarding, training, and support processes.
- Account Health: Monitor customer usage, adoption, and engagement across accounts.
- Product Feedback: Collect and communicate customer feedback directly to Product and Operations teams.
- Sales Support: Assist in pre-sales and post-sales conversations when deeper product expertise is required.
- Player-Coach Mentality: A hands-on leader who enjoys working directly with customers.
- Experience: Proven experience managing or mentoring customer-facing teams while carrying your own book of business.
- Communication: Excellent written and verbal communication skills in English are a must.
- Global Mindset: Comfortable working with global customers across different regions and cultures.
- Operational Skills: Highly organized, detail-oriented, and proactive in problem-solving.
- Preferred Background: A background in Architecture, Design, or PropTech is a plus.
- Languages: Additional languages (such as French, Japanese, or Korean) are a plus.
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