Customer Success Outreach Team Lead

Summary

Join us as a Customer Success Outreach Leader and lead a team of Customer Success Outreach Associates, ensuring exceptional customer satisfaction and retention. You will oversee outreach strategies, mentor team members, and drive initiatives to optimize the customer experience. Responsibilities include leading and motivating your team, providing guidance and training, fostering a positive team culture, developing and implementing outreach strategies, analyzing customer data, collaborating with cross-functional teams, and monitoring customer satisfaction metrics. You will also champion the customer's voice, track team performance, provide regular reports, and implement continuous improvement initiatives. This role requires collaboration with various teams to ensure a seamless customer experience and sharing insights to inform product development and marketing strategies.

Requirements

• Bachelor’s degree in business administration, marketing, communications, or related field
• Proven leadership experience in customer success, customer service, or related roles
• Strong communication and interpersonal skills, with the ability to influence and motivate team members
• Analytical mindset with the ability to interpret data and insights to drive decision-making
• Strategic thinker with a customer-centric approach and a focus on delivering results
• Experience with customer relationship management (CRM) software and outreach tools
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities
• Passion for customer success and a commitment to delivering exceptional service

Responsibilities

• Lead and motivate a team of Customer Success Outreach Associates to achieve outreach targets and goals
• Provide guidance, mentorship, and training to team members to enhance their skills and performance
• Foster a collaborative and positive team culture focused on customer success and satisfaction
• Develop and implement customer outreach strategies to engage and retain customers effectively
• Analyze customer data and feedback to identify trends, opportunities, and areas for improvement
• Collaborate with cross-functional teams to align outreach efforts with company objectives and initiatives
• Monitor customer satisfaction metrics and develop action plans to address any issues or concerns
• Champion the voice of the customer within the organization, advocating for their needs and driving customer-centric decision-making
• Track team performance metrics, including outreach activity, customer engagement, and retention rates
• Provide regular reports and analysis to senior management on team performance, customer feedback, and trends
• Implement continuous improvement initiatives to optimize outreach processes and drive results
• Collaborate closely with sales, marketing, product, and support teams to ensure a seamless customer experience throughout the customer lifecycle
• Share customer insights and feedback with relevant stakeholders to inform product development, marketing strategies, and sales initiatives
• Work cross-functionally to develop and execute customer success programs, campaigns, and initiatives