Customer Success Team Lead
hace 1 mes
About Us
Welcome is a travel tech company that redefines the way people travel. We provide a complete, personalized in-destination travel experience, from transfers to sightseeing trips and local information. Our drivers are experts in the area and share their local know-how to make travelers feel at home.
The Company
Welcome continues to grow and scale its operations, becoming a global category leader for in-destination travel services. We have a rating of 4.9/5 stars, 290 destinations, and over 4,000 travel partners, including 2,500 hotels and numerous vacation rentals.
The Team
We are a group of vibrant, diverse people who love traveling and never settle on quality. Each one of us believes deeply in what Welcome is trying to achieve, so we work relentlessly to make that happen. We challenge common logic, focus on design, and create memorable experiences.
About the Role
As a Customer Success Team Lead, you will play a crucial role in ensuring our B2B clients are effectively onboarded, activated, supported, and retained. You will lead a dedicated team to provide exceptional service and support, fostering a high level of customer satisfaction and loyalty.
Responsibilities
Lead the onboarding and activation process for new customers
Provide ongoing support and develop strategies to prevent churn
Mentor and develop the Customer Success team
Identify and pursue upsell and cross-sell opportunities
Monitor and report on key performance indicators (KPIs) related to customer success
Gather and analyze customer feedback for continuous improvement
Requirements
Minimum 5 years of experience in customer success or a related field, and minimum 2 years of team management experience
Proven success in developing and executing customer success strategies
Strong leadership and mentorship skills
Excellent analytical and communication skills
Bachelor's degree in Business, Marketing, or a related field. MBA or equivalent preferred
Proficiency in CRM systems and other sales tools
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