CrowdRiff is hiring a
Team Lead, Customer Success & Onboarding

Summary

The job is for a Team Lead in Customer Success & Onboarding at CrowdRiff, a company that empowers destination marketers through visual storytelling solutions. The role involves building, coaching, and developing a team of Onboarding Specialists, establishing best practices, and maintaining relationships with customers to increase product adoption and retention.

Requirements

• Facilitation and learning and development experience
• Experience mentoring and coaching junior and intermediate resources
• Excellent communication skills
• Excellent project and process management skills
• Ability to translate and communicate technical jargon to non-technical users
• 3+ Years experience in a Customer Experience role
• 2+ Years in a management position overseeing a team

Responsibilities

• Build, coach, and develop a team of Onboarding Specialists who will manage the end to end Onboarding process from sales handoff, to system configuration, to training, to handoff to Customer Success Managers
• Establish best practices, playbooks and processes to enhance the customer onboarding experience and train and monitor Onboarding Specialists on these
• Coach, grow, and provide consistent feedback to your team of Onboarding Specialists to help them achieve better customer adoption
• Maintain company Net Revenue Retention target amongst your portfolio of customers by building great relationships and demonstrating value in CrowdRiff’s products
• Develop Onboarding goals for the Onboarding Team with our customers and work with them to achieve them
• Hiring great Onboarding Specialists to ensure company objectives and customer objectives are exceeded
• Developing initiatives and process improvements that drive customer adoption then documenting and training those processes
• Build a supportive, enabling and mentoring relationship with each team member of your Onboarding team
• Close, collaborative relationship with the Sr. Manager, CS and Director, CS
• Relationships Sales and Customer Success to ensure smooth handoffs for our customers
• Maintain close relationships with your portfolio of customers in order to increase product adoption and retention

Benefits

• Well-being & growth: Parental leave, Extended learning and development opportunities through our DevDollars program, Equity incentives
• Flexibility at work: Feel-good Fridays with every other Friday off in summer, No-meeting Fridays year-round, Work from home allowance + Flexible work hours, Regular team socials & team events
• Travel: Up to 8 weeks of vacation, Up to $3000 towards your next trip, Access to a personal travel concierge, Travel and work from a country of your choice for 90 days