Customer Success Team Lead
✨ AI Summary
We are seeking a Customer Success Team Lead to enhance the post-sale customer experience at Tix. Your mission will be to ensure that every customer achieves their goals, whether through our self-service platform or in-person event services. This position requires a strong interest in AI and the ability to develop tools and dashboards for performance tracking. You will collaborate with various stakeholders to enhance our customer management systems, directly impacting our product development and business strategy.
Main Responsibilities
- Establish and execute the customer success strategy, focusing on customer adoption, retention, and growth.
- Manage a Customer Success platform to generate customer health scores, monitor product usage, and automate outreach.
- Develop and maintain dashboards to track key performance indicators and departmental impact on revenue.
- Lead, mentor, and build a high-performing team across Customer Success and Experience, fostering growth and coaching.
- Act as the customer advocate, providing insights from feedback to improve our Product, Engineering, and Marketing efforts.
- Work closely with various teams to evaluate processes and drive continuous improvement for customer satisfaction and efficiency.
Requirements
- 4+ years in a leadership role within Customer Success, Operations, or Account Management, preferably in SaaS or FinTech.
- Expertise in customer success methodologies and platforms.
- AI curiosity with the capability to create tools for performance tracking.
- Solid grasp of SaaS metrics and experience in achieving revenue or retention goals.
- Proficient in developing systems and processes from the ground up.
- Strong analytical skills, creativity in problem-solving, and sound business judgment.
- Excellent leadership and communication abilities.
How to Apply
If you are driven to excel in customer success and ready to make a significant impact, we invite you to apply and join our dynamic team!
