Customer Success Lead

Job description

We are seeking a driven and customer-focused Customer Success Lead to join our team at Two Dots. The successful candidate will be responsible for expanding and leading a team primarily focused on providing outstanding support to our customers in the residential property management industry. This role is critical in ensuring customer satisfaction, product adoption, and ultimately, customer expansion to new properties. ### Responsibilities - **Lead and Mentor**: Provide leadership, coaching, and mentorship to a team of Customer Success Associates focused on support functions - **Customer Support**: Ensure that customer queries and issues are efficiently resolved, and oversee the team in delivering high-quality support. - **Performance Monitoring**: Monitor and analyze team performance metrics, and develop strategies for improvement. - **Customer Retention and Expansion**: Identify risks and collaborate with the team to establish plans for customer retention and most importantly, expansion to more properties. - **Customer Feedback**: Collect customer feedback regarding the product and support services, and collaborate with product development teams to drive product enhancements. - **Escalation Management**: Address escalated customer support issues and collaborate with relevant teams for prompt resolution. - **Training and Development**: Develop and execute training programs for the customer success team to ensure they are proficient in our products and support processes. - **Cross-functional Collaboration**: Work closely with other departments such as sales and engineering to meet customer needs. - **Knowledge Base Building and Maintenance**: Ensure that the support knowledge base is up-to-date and provide insights for content improvement. - **Reporting**: Regularly report to senior management on team performance, customer feedback, retention, and expansion metrics. ### Qualifications - 3+ years of experience in customer success or support roles, with at least 1 year in a leadership position. - Strong understanding of B2B software. - Exceptional communication and interpersonal skills. - Proven ability to lead and mentor a team. - Strong analytical and problem-solving skills. - Experience working with customer support tools and software. - Ability to manage multiple priorities in a fast-paced environment. - Prior experience in multifamily property management is a 'nice to have' but not required.