Customer Success Team Leader

Our client’s IoT cellular cloud network enables innovation and flexibility for services that drive a more connected world. Its rapidly expanding 5G IoT connectivity service provides seamless, accessible and cost-effective device connectivity that scales developers’ requirements.

The company’s technology connects millions of devices in over 160 countries and 500 networks across multiple verticals, such as from point of sale, manufacturing, healthcare, fleet management, micro-mobility, retail and so much more.

We are seeking an experienced, methodical and hands-on manager for the global Customer Success team. The team consists of 5 employees, with potential for growth. The person should have strong Telecom background, preferably in IoT.

Under the leadership of the manager, the main objective of the CS team is to make sure that all Customers’ related issues are handled quickly and effectively. In addition, the manager is tasked to implement CS best practices, measurements and reporting tools, and set the infrastructure for future expansion of the business.

This is a start-up environment in a growth mode. We need a candidate who understands the culture of a start-up and enjoys the challenges which come with it.

This is a hybrid role, based in the Bay Area.

Responsibilities

• Lead and manage a team of Customer Success Representatives, providing guidance, support, and mentorship.
• Develop and implement strategies to enhance customer satisfaction and retention.
• Collaborate with cross-functional teams to drive customer success initiatives.
• Establish and monitor key performance indicators (KPIs) to track the team’s performance and success metrics.
• Establish and implement reporting tools around the activities of the CS team
• Conduct regular training sessions to keep the team updated on product knowledge, industry trends, and customer success best practices.
• Analyze customer feedback and data to identify areas for improvement and implement corrective actions.
• Act as a point of escalation for complex customer issues, ensuring timely resolution.
• Foster a positive and collaborative team culture that values customer success and continuous improvement.

Requirements

• Relevant experience in a customer success leadership role.
• Telecom background – a must. Preferred: background in Mobility, IoT, Wireless.
• Methodical – experienced in implementing CS best practices.
• Ability to operate in a start-up environment.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to translate data into customer insights and leverage with customer engagement strategies.
• Strong project management skills with ability to multi-task and prioritize.
• Effective listener with high integrity and empathetic conflict resolution skills.
• Enthusiastic about technology with demonstrated technical aptitude.