B2B SaaS - Customer Success Lead

Manage product success for c.75+ customers in a variety of different industries including; tech, e-commerce, food & beverage, and financial services

Train, champion, and manage Customer Success Associates on company policies and procedures, customer expectations, and how to manage their own book of business

Prioritize customers’ objectives and serve as a point of contact across the entire product lifecycle, including onboarding, utilization, health check-ups, and renewal

Collaborated with customers to increase Digital Offers  product utilization by 30% through the development of customized onboarding and training programs, resulting in improved customer satisfaction and reduced churn

Apply problem-solving skills to resolve customer inquiries and disputes

Answer 30+ customer inquiries daily, encompassing all aspects of product and customer contract

Utilized Zendesk to design, develop and implement a system to track customer tickets, facilitating access to knowledge across the company and streamlining the response process

Define the on-going strategic vision for improving Welcome’s Customer Success function while maintaining a clear focus on customer satisfaction

Conduct Quarterly Business Reviews (QBR’s) to understand and ensure that, at various stages in a customer life cycle, they are utilizing all features within the Welcome platform and are maximizing their experience

Leveraged Pendo to gain deep insight into how customers were using our product

Analyzed Pendo data to identify areas of opportunity for increased adoption and usage

Created targeted in-app messages and guides to help customers achieve success and realize value

Utilized Salesforce to track and manage customer accounts and opportunities

Manage and train Sales team on new product features

Worked with the sales team to ensure seamless handoff from sales to customer success in Salesforce

Implementing a process within Salesforce to communicate customer complaints and feature requests to the Product and Engineering team

Develop and maintain ongoing product education and FAQ within Zendesk both internally and customer facing

Communicate customer priorities, complaints, and needs to the Product team to collaborate on a pipeline for future software roadmap development

Troubleshoot Level 1 product bugs and communicate Level 2 product bugs along with assessed customer impact via Jira  to the Engineering team

Spearhead the Customer Success acquisition transition