Customer Success Team Leader

Whay you'll do

• Lead develop a team of 5-8 CSMs managing 10-20 customers each
• Enable your team to build strong relationships with customers, helping them increase the value of their Superside subscription
• Guide your team in managing the entire post-sales relationship, which includes onboarding, user enablement, and customer satisfaction management
• Support and guide your team to achieve and surpass commercial targets
• Monitor and manage overall account health in your portfolio and make sure your team acts upon any proactively identified signals to mitigate risks or develop opportunities
• Collaborate closely with Superside’s creative project delivery teams to ensure we provide the best customer experience possible
• Continuously share suggestions on ways to update internal processes and implement best practices
• Position yourself as an expert and thought leader, inspiring and continuously educating your team on the latest trends in the world of creative marketing
• Partner with other teams, such as Operations, Marketing, and Product, to drive strategy alignment, fostering a sense of teamwork and shared objectives

What you'll need to succeed

• This role is significantly different from a Customer Support and a standard Customer Success role. It requires a proactive approach to account management and an understanding of customer strategies and future needs. Candidates that will succeed in this role have experience with pro-active account management, deep expertise in marketing advertising, and a true customer-centric mindset.
• Bachelor Degree or higher in Creative, Communication, or similar / Bachelor in Business or Marketing
• 8+ years of related customer-facing experience and account management, preferably from a Creative/Ad Agency and/or MarTech SaaS environment
• Experience in leading teams of up to 5-10 people
• Proven track record in commercial activities (renewing/upselling contracts)
• Excellent English verbal and written communication skills, great at presenting ideas and discussing solutions in large groups
• Strong customer relationship-building skills, with the ability to manage expectations and build trust
• Bias for action, appreciation for data-driven processes, hard-working, proactive, customer-centric, and execution-driven mindset
• Ability to collaborate with the full account team and other stakeholders
• Ability to quickly learn relevant design production/operations/process concepts and consult customers on them

Our biggest challenge right now

• In the Customer Success department, we are currently working on the following 3 key challenges:
• Increase our CSM's impact on the overall customer experience:
• We are enabling the CSMs to take over full responsibility for strategic account management by increasing the time available per customer via more elaborate staffing and account distribution practices and help our customers navigate our offering more efficiently
• Expanding customer relationships with our most senior customers:
• We are enabling the team to build stronger relationships with key customers' accounts to showcase the value we can generate and grow our accounts
• Implementing AI across the team:
• We are deeply implementing AI in workflows across all of Superside and want to ensure the CSM team is leveraging it as effectively and efficiently as possible