Customer Success Lead job description template with skills and salary market rate

About this position

The Customer Success Lead is a pivotal role responsible for providing exceptional customer service to our client base. This position will lead the customer success team and ensure the highest level of customer satisfaction. The ideal candidate will have a passion for helping customers and be an excellent communicator with a strong customer service background. This person should be an effective problem-solver, have strong organizational skills and be knowledgeable about the industry. The Customer Success Lead will have a deep understanding of our customers’ needs and be able to quickly respond to customer inquiries. This role will be responsible for handling customer escalations, monitoring

Responsibilities

1. Develop and implement customer success strategies and initiatives to ensure customer satisfaction and loyalty.
2. Monitor customer interactions, feedback, and satisfaction levels to identify areas of improvement.
3. Build relationships with customers to ensure a positive customer experience.
4. Create and manage customer success plans tailored to their unique needs.
5. Proactively identify and resolve customer issues, escalating as necessary.
6. Develop and maintain customer success metrics and reports.
7. Design and deliver customer success and onboarding training programs.
8. Collaborate with Product, Marketing and Sales teams to ensure customer success.
9. Be an advocate for customer feedback and ensure that customer feedback is incorporated into product and service design.
10. Use data and insights to develop strategies to improve customer satisfaction and loyalty.

Requirements

1. Extensive experience in customer success management and customer relationship management
2. Proven track record in achieving customer success and satisfaction
3. Strong understanding of customer analytics and data analysis
4. Excellent communication, problem solving and conflict resolution skills
5. Ability to develop and execute customer success strategies

Skillset

Customer Experience (CX)
Client Rapport Customer Contact Customer Loyalty Customer Retention Customer Satisfaction Customer Support
Customer Service
Complaint Management
Sales Admin & Operations
Sales administration
Verbal Communication
Oral Communication
Collaboration & Teamwork
Involving others in making decisions that affect them Placing team needs above individual needs Working with others towards common goals
Communicating information
Active Listening Influencing and persuading others
Customer Orientation
Solving customer issues within timelines Understanding customer needs
Developing others
Coaching others to succeed Enhancing individual and professional development Sharing knowledge, skills and expertise to others

Salary market rate for Customer Success Lead

🇮🇩 
Indonesia
11,000,000 - 19,000,000 IDR per month
🇹🇭 
Thailand
52,000 - 86,000 THB per month