Team Lead, Customer Success Enabling (D548)

Purpose of the Position

Reporting to the Senior Manager, Global Education & Success, you will be responsible for leading SMART’s Customer Success Enabling activities centered on adoption, advocacy, retention, renewal, refresh, and upsell. You will oversee a team that drives software adoption, enhances customer lifetime value through increased customer satisfaction, and enables strong renewal, cross-sell, and upsell results.

Customer Success Leadership

• Lead a team of Customer Success Managers (CSMs) to implement post-sales tactics such as training, renewal, refresh, cross-sell, upsell, and customer engagement strategies.

• Recruit, train, and develop a high-performing Customer Success team, fostering continuous learning. Ensure the team maintains process and training documentation, promotes a positive environment through effective communication, and upholds high performance standards.

• Represent the Customer Success team in cross-functional meetings, collaborating on recommendations for product and system improvements.

• Stay informed on customer success best practices and industry trends, applying new strategies to improve customer outcomes.

Customer Success Journey Management

• Standardize customer engagement interventions at each point in the customer journey to drive meaningful interactions across multiple channels.

• Oversee the execution of customer playbooks for time, event, and value-based engagements throughout the customer lifecycle including developing ongoing campaigns to drive adoption.

• Manage customer account success plans that define critical success factors, key metrics, potential risks, and areas for improvement.

Customer Success Metrics and Reporting

• Define and track operational team metrics, ensuring regular reviews and sharing of performance data

• Continuously review and update customer journey maps, analyze customer satisfaction and usage data, and refine customer engagement strategies for improvement.

• Maintain customer segmentation and develop high-impact contact strategies to optimize customer engagement and experience.

Team Strategy and Performance Management

• Define the team's strategy and set annual and monthly goals aligned with customer success objectives.

• Monitor team performance, manage budgets, and foster continuous improvements in both team efficiency and customer satisfaction.

• Prioritize escalated customer issues, working with cross-functional teams to develop innovative solutions that meet customer and company objectives.

Education and work experience

• Degree in Education, Business, Computer Science/Technology, and/or Marketing or equivalent real-life experience

• At least three years’ experience leading staff, ideally in sales account management, customer success and customer service environments

• Strong passion and empathy for customers with innate ability to drive revenue growth.

• Enthusiastic and creative leader with the ability to inspire others and model and communicate proper customer interaction protocols for new team members and provide guidance and direction in prioritizing tasks, negotiation, account management and consulting

• Excellent verbal and written communication and presentation skills

• Demonstrated experience documenting customer communications within a customer relationship management application

• Analytical, problem solving and process-oriented thinking skills

• Ability to work cross functionally and outside the organization with strong persuasion, consensus building and negotiation skills.

• Deep understanding of value drivers in recurring revenue business mode with a track record of achieving the results expected

• Ability to work in a fast-paced environment with high-level attention to detail

• High computer proficiency: Word, Excel, PowerPoint, Outlook

• Working knowledge of Salesforce, Google Analytics, Power BI preferred

• Seniority Level: Mid-Senior Level

Supervision

• This position has direct reports

Working conditions

• Remote Office based role, fast-paced work environment

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