Customer Success Team Leader

Summary

Join DoktorTakvimi.com, Turkey's leading healthcare platform, and become a Customer Success Manager! Manage multiple Customer Success Specialist teams, reporting to the Customer Success Manager. Launch and maintain top-tier customer services, develop and implement new methodologies for maximum customer satisfaction, and analyze team performance. Provide exceptional customer care, achieve target KPIs (renewal%, upsell%, engagement, churn, and CSAT), and identify growth opportunities. Collaborate with various teams to ensure seamless customer experiences and resolve issues. Reduce churn, improve customer adoption, and build lasting relationships.

Requirements

• Love building things from scratch
• Have at least 5 years of experience in Customer Success
• Know what Zendesk, Salesforce.com and Typeform.com mean
• Have experience in leading teams
• Speak English like a pro
• Focus on results, not tasks
• Are patient and understand the needs of others
• Like numbers as much as you like people

Responsibilities

• Manage a Customer Success Specialists team
• Launch and maintain first-rate services for our customers with the International CSl team
• Develop and implement new methodologies to ensure maximum Customer Satisfaction
• Analyze team performance and provide coaching
• Provide top care for our existing customers
• Achieve/exceed target KPIS: renewal%, upsell%, engagement, churn, and CSAT
• Identify and forecast risks and growth opportunities within the portfolio
• Work closely with Sales, Financial, People, Revenue, Marketing and other Support teams to ensure an exceptional customer experience and resolve any customer issues locally and globally
• Reduce churn as the business evolves subject to the needs of the moment and of each product, improve customer adoption, ensure upsells, build lasting relationships and convert customers into engaged products

Benefits

• Private health insurance
• Unlimited access to the Ifeel emotional well-being tool
• Free birthday leave to spend a day with your loved ones!
• Work remotely
• Stock option plan after 6 months of working with us
• Every year 3 days of motivation leave
• Performance bonusu