[Remote] Customer Success Team Lead
Note: The job is a remote job and is open to candidates in USA. Promenade is a mission-driven company empowering local businesses with products and services that allow them to thrive online and offline. The Customer Success Team Lead will play a pivotal role in delivering value to clients, managing a book of business, and ensuring strong customer retention through effective communication and team collaboration.
Responsibilities
- Take ownership of a book of business, ensuring that all your clients receive the value they expect from Promenade
- Maintain high retention and build trust and rapport with your book of business
- Work with our customers to identify their needs, then work with our offshore reps to make sure those needs are met
- Identify opportunities to streamline processes and improve efficiency within the team
- Handle support requests from your book of business via email and phone
- Triaging incoming support issues, accurately diagnosing them, and escalating bugs to the engineering team
- Acting as an advocate for Promenade’s partners and providing them with outstanding service while resolving issues in a timely and efficient manner
- Identifying trends and inefficiencies to enhance the support process and improve the user experience
- Be a product evangelist! Helping partners use our Promenade products to change the way local businesses connect with their community
Skills
- At least 1 year of experience in a Customer Success role where you were responsible for retention of a dedicated book of business
- Bilingual in Spanish is a big plus
- Ability to take ownership of a book of business, ensuring that all clients receive the value they expect
- Maintain high retention and build trust and rapport with your book of business
- Work with customers to identify their needs and ensure those needs are met
- Identify opportunities to streamline processes and improve efficiency within the team
- Handle support requests from your book of business via email and phone
- Triaging incoming support issues, accurately diagnosing them, and escalating bugs to the engineering team
- Act as an advocate for Promenade's partners and provide outstanding service while resolving issues in a timely manner
- Identify trends and inefficiencies to enhance the support process and improve user experience
- Be a product evangelist, helping partners use Promenade products
- A natural people person and relationship builder
- Passionate about serving small businesses and being part of a growing startup
- Tech savvy and can quickly pick up sales/support tools such as Salesforce, Confluence, and proprietary systems
- An excellent communicator, both in writing and over the phone
- Friendly, optimistic, and have a caring demeanor
- Adept at working well under pressure and with tight deadlines
Benefits
- Equity/Stock options in a profitable and rapidly growing company
- Great Medical/Dental/Vision coverage
- Transportation coverage in the form of parking, rideshare, or metro credit
- Fully stocked snack bar & weekly catered lunches
- The company provided gear & swag (MacBook Pro, t-shirt, sunglasses, etc.)
Company Overview