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The Customer Success Team Lead at Payfuture is responsible for guiding and mentoring a team of Customer Success Specialists to ensure that all clients have a seamless onboarding experience and ongoing support with our payment-processing solutions. You will lead efforts to drive client satisfaction, retention, and success while implementing strategies to improve team performance and processes.
Job Title: Customer Success Team Lead
Job Description:
We are looking for a Customer Success Team Lead with strong people management and supervisory
experience to guide and mentor a team of customer success professionals. This role requires a proactive
leader who can drive customer engagement, retention, and satisfaction while fostering a high-
performing team culture. The ideal candidate has a passion for coaching, excellent problem-solving skills,
and a customer-first mindset.
Key Responsibilities:
People Management & Leadership
✓ Lead, mentor, and develop a team of Customer Success Specialists, ensuring high engagement
and performance.
✓ Conduct regular coaching sessions, performance evaluations, and career development
discussions.
✓ Foster a positive team culture that encourages collaboration, accountability, and continuous
improvement.
✓ Resolve escalated customer issues with professionalism and ensure timely resolution.
✓ Support team members in managing customer relationships effectively, ensuring customer
satisfaction and retention.
✓ Reporting on team and individual KPIs to Customer Success Manager
Customer Success & Retention
✓ Ensure customers receive value from products/services by guiding them through best practices
and adoption strategies.
✓ Collaborate with internal teams (Sales, Product, Tech, Ops Support) to address customer needs
and drive continuous improvement.
✓ Analyze and discuss with Customer Success Manager regarding customer feedback and
implement initiatives to enhance the customer experience.
Performance & Process Optimization
✓ Track key performance indicators (KPIs) such as customer satisfaction (CSAT), Net Promoter Score
(NPS), retention rates, and response times.
✓ Identify areas for process improvement and efficiency in customer success workflows.
✓ Provide data-driven insights to Customer Success Manager and senior management on customer
trends, issues, and opportunities.
Qualifications & Requirements:
Education:
Bachelor’s degree in Business, Communications, Customer Service, or a related field (preferred but not
required).
Experience:
✓ Minimum of 2-5 years of experience in a Customer Success or Customer Support role with at
least 2 years in a supervisory or team lead position.
✓ Proven ability to lead and develop a high-performing team in a customer-facing environment.
✓ Experience managing customer escalations and implementing retention strategies.
Skills & Competencies:
✓ Strong leadership, coaching, and team-building skills.
✓ Excellent communication and interpersonal abilities.
✓ Problem-solving mindset with the ability to handle difficult customer interactions.
✓ Proficiency in Customer Success software (e.g., Zendesk, Jira, FreshDesk, HubSpot).
✓ Data-driven approach to customer success management and team performance tracking.
✓ Preferred: Experience in SaaS, tech, or B2B customer success environments.
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