Customer Success Lead

Company Description My Safe Spaces provides certification and wellness solutions that support student and institutional safety standards, with a focus on safety and wellbeing in educational and organizational environments. The organization specializes in training educators, leaders, and managers to act as mental health gatekeepers who can recognize early warning signs of distress. Through structured programs and practical tools, My Safe Spaces enables institutions to implement early intervention strategies and promote a culture of care. Team members contribute to impactful, mission-driven work that enhances safety, wellbeing, and mental health awareness in communities.
Role Description The Customer Success Lead is a full-time, remote role responsible for ensuring institutions and program participants gain maximum value from My Safe Spaces certification and wellness solutions. In this role, the individual will manage ongoing customer relationships, onboard new clients, and provide proactive support to educators and managers using the platform. Day-to-day tasks include responding to customer inquiries, tracking satisfaction metrics, analyzing usage data, and identifying opportunities to improve engagement and retention. The Customer Success Lead will collaborate with internal teams to relay feedback, refine processes, and support product enhancements. This role also involves creating customer resources, facilitating check-in calls, and helping clients implement best practices that align with safety and wellbeing goals.
Qualifications

• Strong Customer Service and Customer Support skills to manage accounts, resolve issues, and provide a positive experience.
• Demonstrated ability to drive Customer Satisfaction and build long-term customer relationships.
• Excellent Communication skills, including clear written and verbal communication with diverse stakeholders.
• Solid Analytical Skills to interpret customer data, identify trends, and recommend improvements.
• Experience in customer success, account management, or related client-facing roles.
• Comfort working remotely, with reliable technology access and strong time management abilities.
• Understanding of or interest in mental health, wellbeing, education, or institutional safety (experience in these domains is a plus).
• Bachelor's degree in a relevant field (such as Communications, Psychology, Education, Business) or equivalent practical experience.