Job Purpose

Lead and manage the Customer Success Department, overseeing Customer Success Account Management, Customer Experience, and Technical Support to ensure customer satisfaction, successful product adoption, service quality, and long-term customer retention. The role is responsible for managing team leaders and account managers, driving operational performance, developing effective processes, and ensuring alignment between customer needs and the company's business objectives.

Key Responsibilities

• Lead the Customer Success Department, overseeing Customer Success Account Management, Customer Experience, and Technical Support to ensure effective operations and high-quality service delivery.

• Manage team leaders and account managers, ensuring clear responsibilities, accountability, effective execution, and continuous performance improvement.

• Establish and monitor departmental KPIs, performance targets, and operational standards, conducting regular performance reviews and implementing corrective action plans when needed.

• Oversee customer account management to ensure strong customer relationships, product adoption, ongoing value realization, and effective account development.

• Monitor customer engagement, satisfaction, and retention, identifying at-risk accounts and implementing proactive engagement, recovery, and retention plans.

• Oversee the end-to-end customer experience, from onboarding through ongoing service delivery, identifying customer pain points and driving measurable improvements in satisfaction and service quality.

• Supervise Technical Support through the Team Leader, ensuring efficient operations, adequate support coverage, and compliance with agreed service levels (SLAs).

• Monitor support performance and issue resolution, including response and resolution times, ticket backlog, escalations, and recurring technical issues, coordinating with relevant teams to address root causes.

• Identify opportunities for account growth and service expansion in coordination with Sales, ensuring customer needs and feedback contribute to commercial opportunities.

• Drive cross-functional coordination with Sales, Marketing, Implementation, Product, and Technical teams to ensure a seamless customer journey and timely resolution of customer-related challenges.

• Prepare and present regular departmental performance reports covering KPIs, customer satisfaction, account health, retention risks, support performance, and improvement initiatives, providing management with actionable recommendations.

• Drive continuous improvement and operational efficiency by optimizing team capacity, standardizing processes, analyzing customer feedback, and promoting a customer-centric culture across the organization.

Requirements

• Bachelor's degree in Business Administration, Information Systems, or a related field.

• Minimum of 6 years of relevant experience in Customer Success, Account Management, Customer Experience, or Technical Support, including 3-4 years in a supervisory or team management role.

• Proven experience managing customer-facing teams, preferably across multiple functions, with strong knowledge of customer lifecycle management, product adoption, retention, and service delivery.

• Strong understanding of customer service KPIs, SLAs, performance management, data analysis, and continuous improvement processes.

• Excellent leadership, communication, problem-solving, and stakeholder management skills, with the ability to manage escalations, prioritize tasks, and make data-driven decisions.

• Experience with CRM platforms, ticketing systems, and reporting tools is required; experience in SaaS, EdTech, or technology-enabled services is preferred.