Customer Success Team Lead

Summary

Join Bonusly as a Customer Success Lead and play a player-coach role, driving customer retention and growth for key enterprise accounts. You will lead a small team of Customer Success Managers, ensuring customer success and maximizing the value they receive from the Bonusly platform. This role requires expertise in employee recognition, engagement, and performance, along with experience managing enterprise accounts and coaching others. You will be responsible for managing a portfolio of enterprise customers, coaching CSMs, and collaborating with sales and leadership teams. The ideal candidate possesses strong business acumen, a passion for customer success, and experience in HRTech. This is a leadership opportunity for an experienced Enterprise Customer Success Manager.

Requirements

• Have Enterprise Customer Success or Account Management experience in HRTech
• Have 3+ years of experience owning Enterprise accounts, including renewal management

Responsibilities

• Manage a portfolio of enterprise customers throughout the life cycle, owning their ultimate success by ensuring they realize the full value of the Bonusly platform
• Manage two CSMs to drive successful retention and growth for Bonusly customers under $15,000 ARR
• Actively participate in 1:1 coaching and feedback sessions alongside the Customer Success Leadership Team
• Serve as a trusted resource for Customer Success Managers and provide guidance on best practices around stakeholder management, demonstrating value, and navigating commercial conversations
• Partner with your customers to proactively optimize their use of Bonusly as their business and talent objectives change and best practices evolve
• Partner with the sales team to drive customer growth and leadership team to continue to improve and iterate on customer growth processes
• Closely monitor your accounts to identify renewal risks and implement proactive interventions
• Showcase Bonusly’s value to customers through regular check-ins and Executive Business Reviews focused on achieving desired outcomes
• Drive product adoption and ongoing usage of Bonusly by helping our customers follow best practices to get the most from Bonusly (and, help define what those best practices are!)
• Build and maintain healthy, multi-threaded relationships across your customer organizations
• Serve as the voice of your customers by sharing customer feedback and advocating for customer needs cross-departmentally and serve as the Voice of Bonusly with our customers to ensure mutual success in the partnership
• Keep up with HR industry trends to understand and advise our customers

Preferred Qualifications

• Excel at delivering delightful experiences, with a focus on customer growth and retention
• Serve as a consultative partner to your clients by seeking to understand problems and goals in order to deliver informed recommendations and partnership strategy
• Have strong business acumen with proven ability to balance clients’ business needs as well as Bonusly business objectives to maintain and grow mutually beneficial partnerships
• Have a passion to help others grow and succeed, with a desire to grow your own career in Customer Success leadership

Benefits

• Base salary: $130,000 - $145,000
• Variable Compensation based on customer retention and growth: 20%
• Equity: 0.03% - 0.07%