Two Dots

Two Dots

Customer Success Lead

Santa Monica · Senior

Sponsorship not specified$95k-$165kDetected 1109 days ago
Customer SuccessCustomer SupportLeadershipCommunicationCollaborationProblem SolvingMentoring

About the role

  • This role is critical in ensuring customer satisfaction, product adoption, and ultimately, customer expansion to new.

Responsibilities

  • Lead and Mentor: Provide leadership, coaching, and mentorship to a team of Customer Success Associates focused on support functions
  • Customer Support: Ensure that customer queries and issues are efficiently resolved, and oversee the team in delivering high-quality support.
  • Performance Monitoring: Monitor and analyze team performance metrics, and develop strategies for improvement.
  • Customer Retention and Expansion: Identify risks and collaborate with the team to establish plans for customer retention and most importantly, expansion to more.
  • Customer Feedback: Collect customer feedback regarding the product and support services, and collaborate with product development teams to drive product enhancements.
  • Escalation Management: Address escalated customer support issues and collaborate with relevant teams for prompt resolution.
  • Training and Development: Develop and execute training programs for the customer success team to ensure they are proficient in our products and support processes.
  • Knowledge Base Building and Maintenance: Ensure that the support knowledge base is up-to-date and provide insights for content improvement.
  • Provide leadership, coaching, and mentorship to a team of Customer Success Associates focused on support functions
  • Ensure that customer queries and issues are efficiently resolved, and oversee the team in delivering high-quality support.

Requirements

  • Proven ability to lead and mentor a team.
  • Experience working with customer support tools and software.
  • Ability to manage multiple priorities in a fast-paced environment.

Nice to have

  • 3+ years of experience in customer success or support roles, with at least 1 year in a leadership position.
  • Strong understanding of B2B software.
  • Exceptional communication and interpersonal skills.
  • Strong analytical and problem-solving skills.
  • Prior experience in multifamily property management is a 'nice to have' but not required.

Compensation

  • $95k-$165k

Company info

  • We are seeking a driven and customer-focused Customer Success Lead to join our team at Two Dots.
  • The successful candidate will be responsible for expanding and leading a team primarily focused on providing outstanding support to our customers in the residential property management industry.
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This listing is sourced directly from Two Dots's careers page and normalized into a canonical job model.