Customer Success Lead

Overview:

As a Customer Success Lead, you will be the driving force behind ensuring client satisfaction, retention, and growth. You will manage and nurture client relationships from onboarding to long-term engagement, resolve challenges proactively, and identify opportunities for expansion and upselling. Alongside managing key accounts, you will lead the Customer Success teamoverseeing day-to-day operations, guiding team members, and supporting the integration of new joiners into the team. Your ability to balance strategic oversight with hands-on execution will be crucial in fostering strong partnerships, maximizing customer value, and building a high-performing team. You will collaborate closely with internal departments including Ad Operations, Sales, and Marketing to deliver superior service and business results.

Responsibilities:

1.Customer Retention and Growth:

? Maintain a consistent revenue base through effective account retention and renewal strategies.

? Identify and act on upsell and cross-sell opportunities based on market insights and client needs.

? Focus on daily outreach targets and performance metrics.

2.Client Relationship Management:

? Serve as the primary point of contact for clients, managing relationships from onboarding through long-term partnership.

? Manage and resolve any critical client issues with professionalism and urgency.

3.Strategy and Market Insights:

? Collaborate with the Ad Operations team to tailor strategies based on client goals and industry dynamics.

? Provide valuable insights from the market/publishers to refine service offerings and drive client success.

4.Client Consultation:

? Recommend the most suitable solutions aligned with clients business goals and performance enhancement.

? Present and communicate ideas clearly and persuasively in meetings and presentations.

5.Team Leadership and Collaboration:

? Lead by example, contributing both individually and collaboratively to meet team objectives.

? Mentor junior team members and contribute to knowledge sharing across the team.

6.Reporting and Analysis:

? Monitor and report on client satisfaction, overall account performance, and project status using internal tools.

? Prepare comprehensive reports and suggest areas of improvement based on performance metrics and client feedback.

Qualifications:

? 2 to 3 years of experience in a customer success, client servicing, or related role.

? Proven track record in client relationship management, renewals, and upselling.

? Strong verbal and written communication with excellent presentation and negotiation skills.

? Demonstrated leadership qualities with the ability to guide teams and handle multiple projects.

? Proficiency in marketing strategies and the ability to interpret industry trends.

? Proactive, analytical, and solution-oriented mindset.

? Comfortable working independently and collaboratively in a dynamic environment.

? Hands-on experience with MS Office (Word, Excel, PowerPoint).

? Familiarity with CRM tools is a plus.