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Customer Success Team Lead

Company: Compliancy Group
Location: Greenlawn
Posted on: November 25, 2022

Job Description:

Do you want to work for a company that has been named one of INC 5000 Best Places to Work for 3 consecutive years? Here at Compliancy Group, we are currently looking for candidates who are creative problem solvers, with an aptitude to overcome challenges, and want to join one of the fastest growing markets. If you have "Grit", and want to work in a dynamic, fast-paced fun environment, we may be a good fit. We are an industry-leading SaaS organization, providing a proprietary compliance and security solution, The Guard, to the healthcare industry.
Role:The Customer Success Team Lead will function as a player/coach: leading and managing the team, implementing platforms, systems, and processes to shape our success function, all while managing a small book of business. You will help tailor the customer journey for scale and develop and implement critical, standardized CSM-led activities. You will manage a diverse team of talented CSMs, supporting their development through mentorship and ongoing coaching. Reporting to VP of Customer Experience, you will play a critical role in building out the Customer Success function from the ground up utilizing a hybrid success model.
Responsibilities:

  • Collaborate closely with the VP of Customer Experience, to help grow the CSM team members by delivering effective feedback, coaching, enablement, and recognition.
  • Execute strategic initiatives to optimize the team's onboarding process and better the CSM organization.
  • Partner with the VP of Customer Experience to evolve our customer journey by increasing the use of digital resources designed to drive adoption, usage, and long-term success.
  • Work cross-functionally across Customer Success, Implementation, Support, Marketing, Customer Programs, and Product teams to develop thoughtful and innovative approaches for driving success with customers at scale.
  • Define and launch Customer initiatives focused on increasing product adoption and engagement and deepening the depth of product usage.
  • Support the team in prioritizing their time, activity, and engagement with customers.
  • Serve as the voice of the customer with cross-functional and leadership teams by engaging in product discussions, translating customer usage and feedback into potential feature ideas.
  • Employ a player/coach model by coaching team members and managing customers directly as their CSM.
  • Be a key player in shaping the future of the Customer Success team, the larger CX team and Compliancy Group as an organizationRequirements:
    • At least 3-5 years of experience working in Customer Success at a SaaS company.
    • A track record of customer retention and expansion, and the ability to coach a team on these skills and best practices.
    • Experience supporting customers implementing a complex SaaS product.
    • Experience leveraging frameworks to help customers expand product adoption and utilization.
    • A detail-oriented nature; you're a resourceful and creative problem solver who never loses sight of the "why."
    • Thrive and lead effectively in a highly dynamic, rapidly changing, and fast-paced environment
    • Analytical and comfortable using data to inform decisions and prioritization.
    • Execute with excellence using process and project management rigor.
    • High level of organization and attention to detail - you take ownership of customer and employee situations and see everything through to resolution.
    • Ability to build strong stakeholder relationships across Sales, Customer Success, Implementation, Support, Marketing, and Partner Management.
    • Desire to mentor direct reports and help them succeed in their growth.
    • Ability to work autonomously and can calmly handle high-pressure situations.You will be a great fit if you:
      • Are passionate about making customers successful.
      • A people leader who enjoys growing team members' careers.
      • Are a strategic thinker and love finding ways to expand and strengthen customer relationships.
      • A player/coach who can guide team members, roll up your sleeves when needed, and lead customers.
      • Have experience leveraging CS tools to ultimately drive customer engagement.
      • Background in Digital Health or Compliance.Compliancy Group offers a fun and professional working environment, with a competitive benefit and compensation package that includes:
        • A competitive base salary plus bonus
        • Extensive in-depth training & on-the-job development
        • Competitive Comprehensive Benefits (medical, dental, eyecare, 401K with company match, profit sharing, generous PTO and more!)
        • Team building events
        • Opportunity for career growth
          About Compliancy Group:Compliancy Group is the recognized industry leader in HIPAA & Healthcare Compliance. We're a fast-growing established firm that provides web-based compliance tracking tools for the healthcare market.
          Job Type: Full-time, Remote eligible

Keywords: Compliancy Group, Stamford , Customer Success Team Lead, Other , Greenlawn, Connecticut

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