Customer Success, Team Lead

Xello is looking for a Team Lead, Customer Success
__ Who are you?
Xello is looking for a passionate and empathetic customer success professional who loves coaching and inspiring teams. As the Team Lead for Customer Success, you’ll lead and coach Xello’s Senior Customer Success Managers and Key Account Managers on both the North American and UK teams. You will help them deepen customer relationships, build loyalty, maintain adoption and utilization, and maximize customer value. Reporting to the Director of Customer Success, you’ll help elevate the skills and knowledge of the Customer Success team. You will strive to improve team efficiency while ensuring that Xello continues to deliver best-in-class customer success.
Sound exciting to you? Read on!
What you’ll do…

• Coach your team on optimum communication styles based on segmentation
• Lead and manage a team of Senior Customer Success Managers and Key Account Managers to be successful in their roles, coaching them to think strategically, identify and close growth opportunities, and apply best practices to everything they do
• Solve problems with a creative mindset, helping your team think outside the box to achieve their goals and business objectives
• Manage a small book of accounts, if required
• Help build and maintain relationships with multi-threaded key stakeholders
• Collaborate with Territory Managers and cross-functional teams to ensure alignment on goals, strategies, and tactics to drive customer success
• Track and measure team performance towards targets, using trends to accurately forecast gross and net revenue retention rates for your team
• Identify potential process improvements, create change management strategies to gain buy-in, and introduce playbooks to enable team success
• Assist the team with executing growth and optimization strategies to reduce churn and improve product adoption
• Support the Director of Customer Success in developing and executing quarterly and long-term customer success strategies to achieve quarterly objectives and annual business goals
• Foster a positive team culture and lead team development where appropriate, including hiring, onboarding, career development, and performance management
• Coach and support the team in recognizing, articulating, and escalating trends in customer feedback, pain points, and needs
• Ensure best-in-class execution of customer journey touchpoints, including new customer onboarding, review of key accounts, consistent communications, and strategic success plans

What we’re looking for…

• Previous experience leading a business unit and a revenue-carrying team, with a focus on KPIs to drive business results
• Experience growing and managing a team, including hiring, retaining, and developing talent
• Strong communication and persuasion skills when dealing with teams and management
• A keen attention to detail, and highly organized when it comes to information management, planning, and time management
• Experience working in a SaaS environment
• Experience using Salesforce or similar customer relationship management (CRM) system
• A people leader at heart who loves mentoring, coaching, and contributing to the professional development of those around you
• Experience presenting data to key stakeholders from coordinators to VP level to ensure alignment
• Proficiency with Microsoft Office suite
• Excellent written and verbal communication skills and presentation skills
• Enthusiastic about learning and implementing new solutions and technologies
• Demonstrated ability to work as a team player
• Self-directed, with the ability to effectively prioritize and manage multiple projects and tasks of varying complexity
• Good consultative sales acumen, and always ready to coach the team on how to get to the “why,” clos renewal opportunities, and identify and win upsell opportunities
• Ability to thrive in a fast-paced, agile work environment, where working under pressure and without supervision is the norm
• Willingness to travel (approx. 15% of the time)

We’re Xello - Join us!
We are Xello (CASCAID in the UK), formerly Career Cruising, the leading developer of future readiness programs in North America and the UK and soon the world! Our mission is to help anyone, anywhere in the world to create a successful future through self-knowledge, exploration, and planning.
We believe that by bringing our best selves to our work and collaborating with one another, we can change the world. We are a very diverse group of individuals who work hard, laugh often and share in each other’s lives. We are an inclusive, equal opportunity employer.
Embracing agile practices, an innovative mindset, and keeping our users at the heart of what we do, are just a few of the keys to our success.
In addition to working with leading technologies, we are committed to continuous learning and growth through internal/external training and mentoring, which includes a PD budget for every employee.
For our Canadian based staff, we also offer:

• Employer-paid health and dental benefits
• 4-month top-up for parental leave
• 4 weeks of vacation
• Flexible work arrangements including hybrid and remote
• Group RRSP with 3% matching

For our US based staff, we also offer:

• Remote work environment
• 4 weeks of vacation
• 80% employer-paid health benefits
• 4-month top-up for parental leave

For our UK based staff, we also offer:

• Flexible work arrangements that include work from home
• 28 days annual leave (inc. 3 days at Christmas) + bank holidays. With additional annual leave days added to reward long service

Like what you hear? Apply Now!
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