The Lead Customer Success will be responsible for driving the strategy, development, and execution of customer success initiatives within the organization. You will lead a team of customer success managers, ensuring that customers have a positive experience from pre-purchase to post-purchase. You will work cross-functionally with other teams such as sales, marketing, product, and logistics to address customer needs and deliver exceptional service.

Key Responsibilities:

Leadership & Team Management:

• Lead, mentor, and develop a high-performing customer success team to deliver best-in-class service.
• Set team objectives, KPIs, and performance standards, ensuring continuous improvement and high engagement.
• Foster a customer-centric culture within the team, encouraging proactive problem-solving and customer advocacy.

Customer Relationship Management:

• Oversee and manage high-value customer accounts, ensuring excellent service and resolving issues in a timely manner.
• Develop and execute strategies to improve customer retention and lifetime value.
• Act as an escalation point for complex customer issues and collaborate with cross-functional teams to resolve them quickly.

Customer Engagement & Advocacy:

• Develop and implement strategies to drive customer engagement, loyalty, and satisfaction.
• Advocate for customer needs internally and provide insights to product, marketing, and sales teams.
• Build long-term relationships with customers to increase repeat business and positive reviews.

Data-Driven Insights & Reporting:

• Monitor key customer success metrics (e. G., Net Promoter Score, customer satisfaction, churn rate) and develop actionable insights.
• Analyze customer feedback and identify trends, areas for improvement, and opportunities to optimize the customer journey.
• Prepare regular reports on customer health, team performance, and program outcomes for senior leadership.

Process Improvement & Innovation:

• Develop and improve customer success processes to ensure smooth interactions, timely resolutions, and proactive engagement.
• Lead initiatives to streamline communication across teams, ensuring an efficient workflow and a seamless customer experience.
• Stay current on industry trends, best practices, and new technologies to continuously enhance the customer experience.

Cross-Functional Collaboration:

• Work closely with the sales team to identify upsell and cross-sell opportunities.
• Partner with the product and marketing teams to deliver personalized and targeted communications to customers.
• Collaborate with logistics and operations to address any shipping, delivery, or return-related issues promptly.

Qualifications:

• Bachelor’s degree in Business, Marketing, or a related field (or equivalent experience).
• 6+ years of experience in customer success or customer support, with at least 2 years in a leadership or managerial role, preferably in an e Commerce or apparel company.
• Proven track record of managing and growing customer success teams.
• Strong understanding of customer success metrics and experience using tools like Salesforce, Zendesk, or similar platforms.
• Exceptional communication and interpersonal skills, with the ability to build relationships at all levels of the organization.
• Ability to analyze data and use insights to drive customer satisfaction and business growth.
• Strong problem-solving skills and a customer-centric mindset.
• Experience with e Commerce platforms and an understanding of the unique challenges in the apparel industry is a plus.