- Company Name
- Sibitalent Corp
- Job Title
- Customer Success Lead
- Job Description
-
**Job title**
Customer Success Lead
**Role Summary**
Lead a high‑impact customer success function, driving adoption, retention, and overall satisfaction for a technical SaaS platform. Own end‑to‑end customer journeys, collaborate on product strategy, and cultivate scalable training and enablement programs.
**Expactations**
- 4+ years in customer success, user enablement, or technical account management.
- Demonstrated success in elevating adoption rates, NPS, and retention for SaaS or technical products.
- Proven experience building and delivering training programs to technical audiences.
- Strong analytical skills to track and report on adoption, time‑to‑value, and other CX metrics.
- Background in supporting go‑to‑market strategies and product launch activities.
**Key Responsibilities**
- Own the customer success lifecycle: onboarding, adoption, expansion, and renewal.
- Design, implement, and continuously improve training, onboarding, and enablement programs for technical customers.
- Partner with product, sales, and marketing teams to shape go‑to‑market plans and launch initiatives.
- Monitor and analyze customer success metrics (adoption, NPS, churn, time‑to‑value) to inform strategy and identify improvement opportunities.
- Conduct regular business reviews, workshops, and stakeholder meetings to ensure customer objectives are met.
- Serve as the primary escalation point for complex technical issues, working with engineering and support to resolve.
- Develop and maintain a knowledge base, best‑practice documentation, and templates to standardize workflows.
- Identify upsell and cross‑sell opportunities, collaborating with sales to achieve growth targets.
- Represent the customer perspective in executive updates and strategy sessions.
**Required Skills**
- Customer success management for SaaS or technical platforms.
- Training design and delivery for technical target groups.
- Data analysis and reporting on adoption, NPS, retention, and time‑to‑value.
- Strategic thinking with an execution focus.
- Strong communication, facilitation, and stakeholder management.
- Ability to drive process improvements and scale enablement initiatives.
- Comfortable working cross‑functionally across product, sales, marketing, and support.
**Required Education & Certifications**
- Bachelor’s degree in Business, Marketing, Computer Science, or related field.
- Professional certifications in Customer Success, Account Management, or User Training (e.g., CX Association Certified Customer Success Manager, Certified Product Manager, or similar) preferred.