Customer Experience Team Lead

We're looking for an exceptional Customer Experience (CX) Team Lead to champion the success of our SMB customers at our company. This isn't just about service; it's about leading a dynamic, multidisciplinary squad (spanning commercial, technical, product, and operational expertise) with a singular mission: to significantly enhance the customer journey, drive growth, and boost retention for customers not managed by a dedicated CSM.
If you're a passionate people leader, a sharp, data-driven decision-maker, and relentlessly curious about uncovering insights and delivering continuous improvements, this role is for you. You'll be instrumental in shaping how our SMB customers experience our company, directly impacting their satisfaction and our commercial outcomes.
Key Responsibilities
Multidisciplinary Team Leadership: Lead, mentor, and empower a diverse squad of CX professionals. Foster a high-performance, customer-obsessed culture, ensuring your team is equipped to deliver exceptional value across all touchpoints.
Strategic CX & Commercial Growth: Develop and execute strategies to elevate customer satisfaction, loyalty, and advocacy. Proactively identify and drive initiatives that improve renewal rates, uncover upsell opportunities, and contribute directly to revenue growth for our SMB segment.
Data-Driven Performance & Improvement: Establish, monitor, and report on key performance indicators (KPIs) related to customer retention, satisfaction, and revenue. Utilize data and customer feedback to identify process improvements, refine service offerings, and innovate our CX tactics.
Customer Insight & Advocacy: Maintain a close pulse on customer needs and challenges, gathering insights that inform product development, service enhancements, and overall business strategy. Act as the voice of the customer within our company.
Cross-Functional Collaboration: Partner closely with Sales, Marketing, Product, and CS teams to ensure seamless customer journeys and aligned strategies that support customer success and business objectives.