Digital Customer Success Lead - Remote

Who are we?

We’re a fast-growing business with a remote-first team distributed globally. Our focus is on building a high-performing, scalable operation that delivers meaningful results for our customers. As we expand, we’re investing in strong leadership to bring structure, accountability,and innovation to every function.

Who are we looking for?
We're looking for an experienced and proactive customer success lead to elevate the performance and efficiency of our Customer Success and Support teams. We need someone who can build out processes, improve customer retention and coach a team towards excellence.

What will you do?

• Coach and mentor the customer success and support teams
• Develop and implement playbooks to drive consistency and performance
• Map and optimise the full customer journey
• Create and refine on-boarding processes with clear time-to-value targets
• Set and track KPIs across CS and support functions
• Run regular role-playing sessions to develop the team’s communication and problem-solving skills
• Introduce systems and tools to reduce churn and improve client satisfaction
• Be hands-on while the team grows, leading from the front

What do you need?

Technical skills:

• Three-plus years of experience in customer success
• Three-plus years of experience leading a CS and/or support team (5+ preferred)
• Proficient in Excel/Google Sheets; basic QSL knowledge a plus
• Skilled in customer journey mapping
• Experience in developing playbooks and SOPs
• Confident in role-playing and hands-on training techniques
• Based within ±3 hours of Central European Time (CET)

Soft skills:

• Constructive and clear communicator
• Comfortable being hands-on in a growing team
• Open to new frameworks and learning opportunities
• Proactive and results-driven
• Fast-paced work ethic with a focus on outcomes

Skills required:

• Customer retention
• Performance analysis
• Process control
• Training

 

Posted on 07 Jul 17:13, Closing date 6 Aug