What are the responsibilities and job description for the Customer Success Lead position at Mallard?
Job Description
Job Description
We believe that customer success is at the heart of everything we do. As the Customer Success Lead, you'll take charge of ensuring our clients receive the support they need to thrive, helping them unlock the full value of our products and services. You’ll lead a dynamic team, create strategic initiatives, and build long-lasting relationships that drive satisfaction, retention, and growth. If you’re passionate about delivering exceptional service and leading a team towards success, this is the opportunity for you.
Your Role as Customer Success Lead :
In this leadership role, you’ll be responsible for cultivating an outstanding customer experience at every stage of the journey. From onboarding to long-term engagement, your work will directly influence customer loyalty and business success.
- Lead and develop a team of Customer Success Representatives, empowering them to drive customer satisfaction
- Serve as the primary point of contact for escalated customer issues, ensuring fast and effective resolution
- Collaborate cross-functionally with Sales, Marketing, and Product teams to ensure seamless customer interactions
- Implement and manage customer success programs that promote retention, renewals, and advocacy
- Analyze customer feedback and data to identify trends, pain points, and areas of improvement
- Build and maintain strong relationships with key accounts to understand their goals and ensure they are met
- Develop strategies to improve customer satisfaction and reduce churn, driving long-term success
- Create and present regular reports on customer success metrics to the leadership team
What We’re Looking For :
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