Customer Success Team Lead - SMB in Fitness & Wellbeing (Remote)

About the Role

We are seeking a dynamic Customer Success Team Lead to join our remote team in the fitness and wellbeing sector. As a Customer Success Team Lead - SMB (Remote), you will play a pivotal role in ensuring our small to medium-sized business clients achieve their desired outcomes while using our services. Your leadership will drive customer satisfaction and retention, making a significant impact on our growth and success.

What You'll Do

• Lead and mentor a team of customer success managers, fostering a culture of excellence and accountability.
• Develop and implement strategies to enhance customer engagement and satisfaction across our SMB client base.
• Utilize CRM applications and data analysis tools to monitor customer health and identify opportunities for improvement.
• Collaborate with cross-functional teams to ensure seamless onboarding and support for new clients.
• Conduct regular check-ins with clients to assess their needs and provide tailored solutions.
• Drive process improvements to enhance operational efficiency and customer experience.
• Manage escalations and complex customer issues, ensuring timely resolution.
• Analyze customer feedback and metrics to inform product development and service enhancements.

Requirements

• 5+ years of experience in customer success or account management, with at least 2 years in a leadership role.
• Strong understanding of the fitness and wellbeing industry and customer success best practices.
• Proficiency in CRM tools, particularly Salesforce, and data analysis.
• Excellent communication and negotiation skills, with a proven ability to build relationships.
• Demonstrated ability to lead teams and drive results in a remote environment.
• Experience in project management and process improvement methodologies.
• Passion for helping clients succeed and a commitment to delivering exceptional service.

Nice to Have

• Experience in SaaS environments.
• Knowledge of risk analysis and fraud detection processes.
• Familiarity with payment processing and financial transactions.

What We Offer

• Competitive salary ranging from $90,000 to $120,000 annually.
• Gender-neutral paid parental leave and extra days off for volunteering.
• Access to LinkedIn Learning for continuous professional development.
• Support for mental health and wellness initiatives.
• Flexible working arrangements to promote work-life balance.
• Diversity and inclusion initiatives to foster a welcoming workplace.