Customer Success Team Leader

Summary

Join TRG's global Customer Success team as a Team Leader, managing and growing a team across multiple time zones. You will be responsible for ensuring exceptional client support, driving customer satisfaction and retention, and implementing strategies to enhance engagement. This role involves leading and mentoring a team, developing and optimizing processes, monitoring key metrics, and collaborating with other teams. You will act as the main escalation point for customer issues and drive customer renewals and expansion. Staying up-to-date with industry trends and best practices is also crucial.

Requirements

• Proven experience in a Customer Success leadership role (B2B), preferably in the SaaS, AI, or intelligence solutions space
• Strong leadership and team management skills, with experience managing remote, globally distributed teams
• Excellent communication and interpersonal skills, capable of building trust with both customers and internal stakeholders
• Ability to work across time zones and manage a flexible schedule when needed
• Strong problem-solving skills with a proactive and customer-centric approach
• Experience in data analytics, customer engagement strategies, and CRM tools
• Flexibility to travel to customers a few times a year
• Fluency in English is mandatory; additional languages are a plus

Responsibilities

• Lead, mentor, and develop a team of Customer Success Managers and Specialists across various time zones
• Develop and implement strategies to enhance customer engagement, satisfaction, and long-term retention
• Establish and optimize processes for onboarding, training, and ongoing support to ensure product adoption
• Monitor and analyse key customer success metrics, identifying trends and areas for improvement
• Provide comprehensive reporting about product usage and areas of improvement to the product development teams and sales team
• Act as the main escalation point for customer issues, ensuring prompt resolution and effective communication
• Collaborate with sales, product, and support teams to drive customer success initiatives and feedback loops for continuous product improvement
• Foster strong relationships with key customers, understanding their needs and aligning them with TRG’s capabilities
• Drive customer renewals and expansion by ensuring ongoing value realisation and addressing potential churn risks proactively
• Stay up to date with industry trends and best practices to ensure the team remains innovative and customer-focused

Benefits

• Working from home Hit your goals from the comfort of your home because we value the performance, not the place
• Flexible hours because we promote work-life balance
• Yearly performance bonus to reward good performance and hard work
• Paid medical insurance because we like to take care of you
• Daily lunch allowance so you can save lots of money, time, and effort by enjoying your free lunch at the office or home every day
• Sport/Gym(Exercise) allowance to focus more on yourself, your well-being, and your health
• Udemy unlimited subscription to promote your learning and development and grow your career
• Onboarding plan and training so that you have a smooth induction and feel confident and ready to take over your new role
• Equipment support so you have all the tools to do effectively and efficiently your work
• No dress code because we want you to be as comfortable as possible
• Gifts and rewards for celebrating birthdays, anniversaries, and personal milestones
• Happy hours, coffee time, online team building, company events, and much more to promote team bonding and of course to have fun!
• Fresh fruit, snacks, coffee, and tea at the office because work makes us hungry!