Lead Customer Success Manager

About the Role

We are seeking a highly motivated and experienced Lead Customer Success Manager to join our growing team in Durham. In this role, you will be instrumental in ensuring our customers achieve their desired outcomes while using our products and services. You will lead a team of Customer Success Managers, mentor them, and drive best practices across the department. This is a critical role that directly impacts customer satisfaction, retention, and overall company growth.

What You'll Do

• Develop and execute strategies to drive customer adoption, retention, and expansion.
• Build and maintain strong relationships with key stakeholders within customer organizations.
• Act as the primary point of contact for customers, addressing their needs and concerns.
• Monitor customer health and proactively identify at-risk accounts.
• Collaborate with Sales, Product, and Support teams to ensure a seamless customer experience.
• Provide insights and feedback to Product teams to inform future development.
• Onboard new customers and ensure successful implementation of our solutions.
• Conduct regular business reviews with customers to demonstrate value and identify opportunities.
• Manage a portfolio of customers, prioritizing efforts based on strategic importance and potential.
• Contribute to the development and improvement of Customer Success processes and best practices.
• Lead, mentor, and manage a team of Customer Success Managers.
• Set performance goals and provide regular feedback to the team.

What We're Looking For

• 8+ years of experience in Customer Success, Account Management, or a related client-facing role.
• Proven track record of managing a portfolio of enterprise clients and driving customer retention and growth.
• Strong understanding of SaaS business models and customer success principles.
• Excellent communication, interpersonal, and presentation skills.
• Ability to build rapport and trust with stakeholders at all levels.
• Strategic thinker with strong analytical and problem-solving abilities.
• Experience working with CRM software (e.g., Salesforce) and customer success platforms.
• Bachelor's degree in Business, Marketing, or a related field, or equivalent practical experience.
• Previous experience in a leadership or management role is highly preferred.

Why Join Us?

We offer a competitive salary, comprehensive benefits package, and a dynamic work environment where you can make a real impact. You'll have the opportunity to work with a talented team, grow your career, and contribute to the success of a rapidly growing company. We believe in fostering a culture of collaboration, innovation, and continuous learning.