Customer Success Operations Team Lead

Improve customer success operations at Clio by building repeatable processes, interpreting health metrics, and guiding high-performing teams.Reporting to the Director of Customer Success Management, this Team Lead supports day-to-day operations for global Customer Success Managers. You will help create consistent execution across customer lifecycle stages while using reporting and analysis to inform strategy. The position calls for B2B Customer Success Management experience, leadership, and resilience in challenging situations.Key Responsibilities:
Ensure consistent execution across critical lifecycle stagesReport on health metrics, retention, adoption, and growthBuild repeatable processes for customer success activitiesInvestigate escalations and coordinate solutions across stakeholdersCollaborate with operations and technology teams on toolsRequirements:
Four-plus years of B2B software Customer Success ManagementTwo-plus years of leadership in a Team Lead or CSM roleExperience with customer success systems and performance managementExperience with Salesforce.Com, Gainsight, or ChurnZeroClear technical and product value communication skillsApply customer success operations, systems knowledge, and team leadership to drive consistent outcomes throughout Clio’s customer lifecycle.
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