The Lead Customer Success will be responsible for driving the strategy, development, and execution of customer success initiatives within the organization. You will lead a team of customer success managers, ensuring that customers have a positive experience from pre-purchase to post-purchase. You will work cross-functionally with other teams such as sales, marketing, product, and logistics to address customer needs and deliver exceptional service.
Key Responsibilities:
Leadership & Team Management:
- Lead, mentor, and develop a high-performing customer success team to deliver best-in-class service.
- Set team objectives, KPIs, and performance standards, ensuring continuous improvement and high engagement.
- Foster a customer-centric culture within the team, encouraging proactive problem-solving and customer advocacy.
Customer Relationship Management:
- Oversee and manage high-value customer accounts, ensuring excellent service and resolving issues in a timely manner.
- Develop and execute strategies to improve customer retention and lifetime value.
- Act as an escalation point for complex customer issues and collaborate with cross-functional teams to resolve them quickly.
Customer Engagement & Advocacy:
- Develop and implement strategies to drive customer engagement, loyalty, and satisfaction.
- Advocate for customer needs internally and provide insights to product, marketing, and sales teams.
- Build long-term relationships with customers to increase repeat business and positive reviews.
Data-Driven Insights & Reporting:
- Monitor key customer success metrics (e.g., Net Promoter Score, customer satisfaction, churn rate) and develop actionable insights.
- Analyze customer feedback and identify trends, areas for improvement, and opportunities to optimize the customer journey.
- Prepare regular reports on customer health, team performance, and program outcomes for senior leadership.
Process Improvement & Innovation:
- Develop and improve customer success processes to ensure smooth interactions, timely resolutions, and proactive engagement.
- Lead initiatives to streamline communication across teams, ensuring an efficient workflow and a seamless customer experience.
- Stay current on industry trends, best practices, and new technologies to continuously enhance the customer experience.
Cross-Functional Collaboration:
- Work closely with the sales team to identify upsell and cross-sell opportunities.
- Partner with the product and marketing teams to deliver personalized and targeted communications to customers.
- Collaborate with logistics and operations to address any shipping, delivery, or return-related issues promptly.
Qualifications:
- Bachelor's degree in Business, Marketing, or a related field (or equivalent experience).
- 6+ years of experience in customer success or customer support, with at least 2 years in a leadership or managerial role, preferably in an eCommerce or apparel company.
- Proven track record of managing and growing customer success teams.
- Strong understanding of customer success metrics and experience using tools like Salesforce, Zendesk, or similar platforms.
- Exceptional communication and interpersonal skills, with the ability to build relationships at all levels of the organization.
- Ability to analyze data and use insights to drive customer satisfaction and business growth.
- Strong problem-solving skills and a customer-centric mindset.
- Experience with eCommerce platforms and an understanding of the unique challenges in the apparel industry is a plus.
