Customer Success Team Lead

November 19

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LinkGraph

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SaaS • eCommerce • Enterprise

LinkGraph is an award-winning, full-service SEO, digital marketing, content strategy, and web design agency. The company specializes in providing comprehensive SEO management services, link building, digital PR, and technical SEO to enhance website authority and improve search engine rankings. They offer specialized SEO services tailored for various industries including B2B, eCommerce, and SaaS companies. Additionally, LinkGraph provides agency-focused services, SEO software tools, and resources like webinars and eBooks to support business growth and online visibility across sectors.

11 - 50 employees

☁️ SaaS

🛍️ eCommerce

🏢 Enterprise

📋 Description

• Create and implement CSM ROCKs (key priorities) and lead execution of the EOS framework within the team. • Support CSMs in client strategy and implementation, including spot-checking and revising strategies as necessary. • Collaborate with CSMs to develop upsell strategies that align with quarterly revenue targets. • Address and coach on client escalations to ensure client satisfaction and retention. • Conduct monthly churn post-mortem reviews to understand patterns and develop win-back strategies. • Review HubSpot activity and address any irregularities weekly. • Conduct performance reviews, providing coaching and mentorship to the CSM team. • Lead the hiring process for CSMs and offer feedback to refine workflow and improve the candidate pool. • Implement and lead training sessions and development programs. • Conduct audits of Slack and email communications, ensuring clarity and accuracy in messaging. • Monitor the completion of CSM daily responsibilities. • Oversee and troubleshoot invoicing and billing procedures, enforcing best practices and resolving conflicts. • Review potential credit or refund issues before escalation. • Ensure the CSM team is well-versed in best practices for our tools and set up training sessions for updates. • Stay informed on industry trends and emerging tools to keep our company competitive. • Collaborate with the sales team to monitor and improve the sales-to-CSM handoff process. • Conduct quarterly reviews of risk and compliance policies with the CSM team. • Manage your own book of business, ensuring exceptional service and satisfaction. • Implement personalized client strategies and liaise directly with clients to enhance partnerships.

🎯 Requirements

• 2+ years leadership experience in customer success or a similar role. • Strong coaching, mentoring, and team development skills. • Experience in managing client accounts and executing client strategies. • Excellent communication and strategic thinking abilities. • Experienced with HubSpot, billing systems, and customer success tools. • Ability to work collaboratively and cross-functionally with sales and other teams. • SEO Experience at the agency / enterprise level.

🏖️ Benefits

• 15 Days PTO + Christmas Day + New Years Day paid off