Customer Success Lead

In this role, you will be responsible for clients to achieve value from the Yieldigo products i.e. you will facilitate product adoption together with strategic development of Customer Success Team activities. You will have a chance to perform both onboarding and ongoing phases. The best candidate is self-motivated, positive, energized with entrepreneurial spirit, takes responsibility, and first and foremost is passionate about working with customers and listening carefully to their needs. Success will be measured by retention and upsell. From the beginning we expect you to have a very eager-to-knowledge and hands-on mentality.
In addition, you will lead and develop a small team of Customer Success Managers, helping them grow professionally, sharing best practices, and fostering a customer-centric culture across the team.

Key responsibility areas

• Onboarding of new customers
  – Full ownership of the communication regarding business needs (complementary to technical / data onboarding)
  – User training and expectation management
• Maintaining positive relationships with long-term accounts
  – Focus on retention and solution stickiness, churn management
  – Upselling & Renewals – creation of proposals and contracts
• Lead, mentor and support the Customer Success team through regular 1:1s, coaching and knowledge sharing
• Drive the continuous improvement of Customer Success processes, methodologies and best practices to ensure a consistently excellent customer experience
• Helping customers achieve their goals with our solution, driving customers value from the product
• Regular cooperation with other teams: Sales, IT Delivery, Product, IT support