Team Lead Customer Success

Job description

At Usabilla, we believe digital interactions should be effortless. That’s why we’ve developed a product suite that helps our clients to test, measure, and improve the user experience across all digital touchpoints.

They say not all heroes wear capes and when it comes to our Customer Success team, a combination of superhuman knowledge, guidance, and expertise means our clients are never in distress. Continually exceeding expectation the team works tirelessly to ensure each and every client gets the most out of our product suite.

 

Why we need you

  • You are the proud frontline of our company. With top-notch communication and effortless sales skills, you’ll use your serious product knowledge to offer innovative strategies and solutions personalized to fit each client. 

  • You'll train and develop team members, setting clear objectives and monitoring performance of both the team and individual team members, addressing individual performance issues appropriately.

  • You'll analyze team and process performance and ways of working, identifying and implementing opportunities for improvement, with focus on business efficiency and customer experience, providing input to optimize for future growth

  • We need someone who proactively drives communication within and between department(s), takes ownership of projects, initiatives, and opportunities

  • Acting as role model within the team how to represent Usabilla's impact, purpose and values

  • Working on an outbound basis, you’ll manage your own set of clients. Learning every detail about their needs and motivations, it’s your job to ensure they both love our products and achieve their individual ROI goals.
  • We need someone who can act as Voice of Customer, liaising with other departments to share client feedback on the product, service, and requirements.

Requirements

Requirements

  • Fluency in written and spoken English

  • Experience in leadership and team management

  • Bachelor or Master level

  • 3+ years of experience as a Customer Success Manager preferably B2B, working with SaaS or subscription products

  • Great understanding of sticking to processes and policies, and know when to create new ones

  • Account or relationship management experience, with ability to develop trusted advisor relationships

  • Experience with successful collaboration and management by influence when working with non-reporting groups/individuals


About Usabilla

We’re a fast-growing and ambitious company specializing in user feedback across all digital touchpoints. Continuously striving for accessible products while ensuring we celebrate every victory, we’ve established a receptive, spirited, and dynamic work environment.

But, whether it’s New York, Berlin, Sydney or our HQ in Amsterdam, joining Usabilla means joining an international team of over 100 colleagues with a shared vision for big ideas, creative thinking, and regular outings.

 

What we can offer you:

  • A competitive salary
  • MacBook Air and iPhone contract
  • Training on the job to improve your SaaS knowledge and personal skillset
  • Daily office lunch with the team
  • The opportunity to travel both domestically and internationally

What's next?

So, we’ve kept you hooked until this point and life as a Usabilla Team Lead Customer Success seems ideal for your next adventure? Perfect - we’d love to hear from you! Send over your resume and cover letter. for questions contact us at jobs@usabilla.com.


Oh, and recruitment agencies & headhunters, we don’t require your services.