Customer Success Lead

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🕒 January 23

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Beyond

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2007

🤝 B2B

🤖 Artificial Intelligence

B2B • Data Analytics • Artificial Intelligence

Beyond is a data and strategy consulting firm dedicated to transforming data into a strategic asset that drives growth, innovation, and operational efficiency. They provide a range of services including data infrastructure, analytics, AI solutions, and customer experience strategies tailored to various industries such as retail, travel, financial services, healthcare, and sports. With over two decades of experience in AI, Beyond focuses on helping businesses leverage their data for actionable insights that enhance decision-making and overall performance.

📋 Description

• Lead and support Customer Success Specialists through regular check-ins and coaching • Support hiring, training, and onboarding of new Customer Success Specialists as needed • Review and finalize team deliverables including meeting agendas, launch announcements, case studies, and Help Center articles • Act as a point of escalation for troubleshooting and complex customer questions • Oversee the health and performance of the full customer portfolio, including goal-setting and planning • Manage a portfolio of customers as the primary point of contact for meetings, trainings, and ongoing support • Attend analytics review and key customer meetings as needed • Steward the renewal process across all customers in collaboration with internal teams • Monitor customer trends and lead initiatives such as webinars, shared resources, data analysis, and best-practice development • Monitor and triage the shared support inbox • Own Customer Success strategy, KPIs, and quarterly OKRs during the coverage period • Ensure customer records are accurate and up to date in CRM and customer communication systems • Plan and delegate content related to Help Center articles, case studies, launch announcements, and blog contributions • Review monthly analytics dashboards and update configurations as needed • Serve as the primary point of contact for other Circuit teams on customer-related matters • Collaborate with Accounting on invoice creation and approvals • Review monthly and annual product communications and communicate relevant changes to customers • Provide structured feedback to the Product team on customer insights, feature requests, and priorities

🎯 Requirements

• 3+ years of experience in a Customer Success leadership or senior CS role within a SaaS environment • 3+ years of experience with people management and coaching skills • Comfort managing customer relationships, renewals, and escalations • Highly organized with experience owning operational systems (Notion, CRMs, support tools) • Confident collaborating cross-functionally with Product, Sales, and Finance • Excellent written and verbal communication skills • Experience in higher education, EdTech, or enrollment technology is an asset.

🏖️ Benefits

• Fully remote and flexible work environment • Meaningful leadership responsibility with real ownership