Customer Success Team Lead

We are looking for an experienced customer success leader to join our team and help us build our customer success department.
As the Head Of Customer Success, you will be responsible for ensuring high levels of customer satisfaction, driving continuous post-sales engagement, working with internal teams with a key focus on retention, minimizing churn and maximizing upsell rates that result in continuous renewal and upsell opportunities.
The Customer Success team is responsible for building relationships and helping clients increase their workforce management through consultation, education, and support. Ideal candidates will have the ability to drive strategy coupled with a willingness to roll up their sleeves and execute the tactics.
Roles & Responsibilities:
Be the primary point of contact in driving and leading the customer success team
Take the customer through the client lifecycle to ensure ongoing success
Transform the way your clients invest in us and make decisions that contribute to their bottom line. Grow product adoption and use, educate the customer on the platform
Develop and manage trusted relationships with each customer and their decision makers
Perform customer onboarding and proactively alert customers of any impending issues
Gather valuable feedback from clients for continual product improvements
Work with internal teams to balance, meet and exceed customer expectations and perceptions
Drive for customer renewals and expansion and communicate any potential risks that may threaten it
Identify and develop new opportunities for expansion
Manage and optimize the customer life cycle
Regular reporting to executive leadership
Lead, build, mentor and train a high performing customer success team