The Client Success Team Lead is essential to our mission of ensuring outstanding client satisfaction and loyalty. This role is designed to guide a team of Client Success Managers who support our largest and most valuable clients, focusing on fostering a smooth and value-driven client experience. The Client Success Team Lead serves as a trusted partner and point of escalation for clients while managing and developing a high-performing team dedicated to proactive client engagement and resolution.The ideal candidate is an experienced team leader with a strong background in customer success and team management, a data-driven approach to client experience, and a passion for delivering superior service. This role will directly impact our clients satisfaction and retention, as well as drive efficiencies in our service delivery.Responsibilities Team Leadership and Development<ul><li>Build and maintain a high-performing team of Client Success Managers, ensuring 90%+ A-Player status through clear goal-setting, development, and accountability.</li><li>Conduct regular 1:1s, daily huddles, and weekly team meetings to align on goals, address challenges, and foster team cohesion.</li><li>Coach team members in advanced client de-escalation techniques and proactive client management, driving improvements in retention and satisfaction.</li></ul>Client Success and Satisfaction<ul><li>Oversee client onboarding and relationship-building efforts, ensuring clients feel valued, understood, and confident in our services.</li><li>Maintain a team CSAT score of 90% or higher, and support client escalations to resolution.</li><li>Proactively monitor client health and identify potential risks; work with the team to create proactive solutions and strengthen client relationships.</li></ul>Performance Management<ul><li>Establish and track team KPIs and SLAs, including retention and satisfaction scores, ensuring targets are met or exceeded.</li><li>Conduct performance reviews and set SMART goals with each team member quarterly to promote professional growth and team success.</li><li>Support team members in meeting their quarterly objectives and, where necessary, coach underperforming members to improvement or take appropriate corrective action.</li></ul>Process Improvement and Optimization<ul><li>Collaborate with internal teams to refine and improve client-facing processes, with an emphasis on reducing inefficiencies and enhancing client satisfaction.</li><li>Document and update standard operating procedures (SOPs) to maintain a high standard of service and consistency across the team.</li></ul>Collaboration and Internal Advocacy<ul><li>Serve as the voice of the client within the organization, providing actionable feedback to product, sales, and service teams to improve client experiences.</li><li>Work closely with cross-functional teams to ensure a seamless handoff from sales to onboarding and ongoing support.</li></ul>Qualifications<ul><li>Experience: Minimum of 3 years of management experience, preferably leading a team of customer success or client services professionals.</li><li>Skills: Strong verbal and written communication skills, exceptional organizational abilities, and a proven track record of team development and client satisfaction.</li><li>Technical Proficiency: Proficiency in CRM systems, email, video conferencing, and strong general computer literacy; experience with teaching or demonstrating software adoption is highly desirable.</li></ul>Key Competencies<ul><li>Client Focus: Demonstrated ability to monitor and prioritize client satisfaction while supporting a proactive client relationship.</li><li>Leadership and Team Management: Skilled at building a cohesive team culture with a focus on accountability and continuous improvement.</li><li>Problem-Solving and Decision-Making: Adept at analyzing client issues and implementing solutions that support retention and satisfaction.</li><li>Adaptability: Thrives in a dynamic, fast-paced environment and adjusts strategies as needed to meet team and client needs.</li></ul>Compensation and Benefits We offer a competitive salary, comprehensive benefits, paid time off, health insurance (medical, dental, vision), and a matching retirement plan. Our work environment emphasizes collaboration, professional development, and excellence.

Harbor Compliance

Team Lead - Client Success

Harbor Compliance

Similar Remote Jobs