Customer Success Operations Lead

Lead customer success operations for Lai and Associates, using Microsoft 365 and CRM platforms to coordinate client service and satisfaction.The Customer Success Lead directs client-service operations while reporting to the COO. You will lead teams supporting acquisition, onboarding, projects, support engagements, and recurring services. Collaboration spans Sales, Finance, Product Development, and delivery teams to translate client needs into coordinated action.Key Responsibilities:
Develop policies, procedures, priorities, and service standardsHire, train, supervise, coach, and evaluate staffDirect onboarding, handovers, timelines, and service readinessRun client status calls and coordinate corrective actionsAdminister renewals, enquiries, budgets, and approved quotationsRequirements:
Related degree, diploma, or equivalent education and experienceFive or more years of progressive relevant experienceTeam leadership and client-service management experienceStrong communication, organization, and follow-throughMicrosoft 365 and Dynamics CRM or HubSpot proficiencyApply customer success leadership, operational coordination, and Microsoft 365 expertise across Lai and Associates client services.
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