Client Success Lead

Position Description

Applicants need to reside in one of the following states: CT, FL, GA, IL, KS, MI, NC, NE, NJ, NY, OH, PA, TN, TX, VA, CA

The Client Success Lead is responsible for leading and developing a team of Client Success Managers, ensuring consistent delivery of high-quality client experiences across the customer lifecycle. This role focuses on driving team performance, optimizing internal processes, and improving client outcomes to support retention, growth, and long-term customer value.

The Client Success Lead partners cross-functionally with Product, Sales, and Implementation teams to identify opportunities for process improvement, remove friction in the client journey, and scale best practices across the organization.

Key

Responsibilities:

Lead, mentor, and develop a team of Client Success Managers, providing coaching, performance management, and career development
Establish clear team goals, KPIs, and success metrics aligned with company objectives
Drive consistency and excellence in client engagement, onboarding, adoption, and retention strategies
Act as an escalation point for complex client issues, ensuring timely and effective resolution
Monitor client health metrics and proactively identify risks and opportunities across the client portfolio
Partner with Client Success Managers to develop account strategies that drive retention, expansion, and overall client satisfaction
Design, implement, and continuously improve client success processes, playbooks, and workflows to increase efficiency and scalability
Identify gaps in the client journey and lead initiatives to enhance the overall customer experience
Collaborate with Product and Engineering teams to communicate client feedback and influence product roadmap decisions
Work closely with Sales and Implementation teams to ensure seamless handoffs and alignment across the customer lifecycle
Standardize onboarding and adoption frameworks to accelerate time-to-value for clients
Support forecasting efforts related to renewals, expansions, and churn risk
Analyze team and client data to generate insights, track performance, and inform strategic decisions
Maintain visibility into key accounts and keep senior leadership informed of risks, trends, and opportunities
Drive a culture of accountability, continuous improvement, and client-centric thinking within the team

Qualifications

Bachelor’s degree in Business Administration, Sales, or a related field; or equivalent experience
5+ years of experience in customer success, account management, or related client-facing roles
2+ years of experience managing or leading teams
Experience in a SaaS environment strongly preferred
Strong leadership and coaching skills with the ability to develop high-performing teams
Demonstrated ability to design and improve processes in a client-facing organization
Experience managing complex client relationships and escalations
Excellent communication skills, both written and verbal
Strong analytical and problem-solving abilities, with a data-driven approach to decision-making
Ability to balance strategic thinking with hands-on execution
Skilled in stakeholder management and cross-functional collaboration
Strong organizational and time-management skills, with the ability to manage multiple priorities
Ability to influence without authority and drive alignment across teams
Proven ability to learn new technologies quickly and adapt in a fast-paced environment

Client Success Lead