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Customer Success Team Leader

Superside

Customer Service & Support

IT & Telecoms GHS Confidential
New
3 weeks ago

Job Summary

At Superside, Customer Success management is not just about problem-solving and feedback gathering. It's about taking a proactive approach to help our customers achieve their marketing and creative objectives. This involves guiding them through and leveraging the entire Superside service offering.

  • Minimum Qualification : Degree
  • Experience Level : Senior level
  • Experience Length : 8 years

Job Description/Requirements

Responsibilities:

  • Lead & develop a team of 5-8 CSMs managing 10-20 customers each
  • Enable your team to build strong relationships with customers, helping them increase the value of their Superside subscription 
  • Guide your team in managing the entire post-sales relationship, which includes onboarding, user enablement, and customer satisfaction management
  • Support and guide your team to achieve and surpass commercial targets
  • Monitor and manage overall account health in your portfolio and make sure your team acts upon any proactively identified signals to mitigate risks or develop opportunities
  • Collaborate closely with Superside’s creative project delivery teams to ensure we provide the best customer experience possible
  • Continuously share suggestions on ways to update internal processes and implement best practices
  • Position yourself as an expert and thought leader, inspiring and continuously educating your team on the latest trends in the world of creative & marketing
  • Partner with other teams, such as Operations, Marketing, and Product, to drive strategy alignment, fostering a sense of teamwork and shared objectives


Requirements:

  • This role is significantly different from a Customer Support and a standard Customer Success role. It requires a proactive approach to account management and an understanding of customer strategies and future needs. Candidates that will succeed in this role have experience with pro-active account management, deep expertise in marketing & advertising, and a true customer-centric mindset.
  • Bachelor Degree or higher in Creative, Communication, or similar / Bachelor in Business or Marketing
  • 8+ years of related customer-facing experience and account management, preferably from a Creative/Ad Agency and/or MarTech SaaS environment
  • Experience in leading teams of up to 5-10 people
  • Proven track record in commercial activities (renewing/upselling contracts)
  • Excellent English verbal and written communication skills, great at presenting ideas and discussing solutions in large groups
  • Strong customer relationship-building skills, with the ability to manage expectations and build trust
  • Bias for action, appreciation for data-driven processes, hard-working, proactive, customer-centric, and execution-driven mindset
  • Ability to collaborate with the full account team and other stakeholders
  • Ability to quickly learn relevant design production/operations/process concepts and consult customers on them

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