Customer Success Lead

About the Role

We're looking for an enthusiastic and client-centric Lead Customer Success Manager (Lead CSM) to guide our Customer Success Team at Intellicar. As Lead CSM, you will be responsible for managing key client relationships and escalations, onboarding new customers, strategizing to maximize revenue, and implementing continuous improvement initiatives to elevate client satisfaction and success. You will also help develop and support the team. This role is integral to building long-term, strategic partnerships with our clients and delivering value through every interaction.

Responsibilities

Client Engagement

• Ensure day-to-day deep engagement withkey clients, fostering strong, collaborative relationships, and collecting feedback and testimonials. 
• Handle escalations for key accountswith a focus on timely and effective resolution.
• Oversee the onboarding of new clients. 
• Create and manage client trainingsessions, equipping clients with the knowledge and tools to maximize product value.
• Build strong, long-term relationshipswith clients, fostering loyalty and brand advocacy.

Team Mentorship and Development 

• Guide Customer Success Managers (CSMs)to dynamically collect insights and maintain high standards for continuous improvement. Help them lead critical discussions with clients. 
• Conduct tight and supportive teamiteration discussions to address and refine customer service processes.
• Develop and manage Key Performance Indicators (KPIs) for team performance, account penetration, and customer satisfaction

Strategy

• Strategize account expansion andrevenue growth by deepening client engagement with targeted upsell and cross-sellstrategies, aligning Intellicar’s offerings with client goals.
• Use analytics to focus on high-growthaccounts, manage renewals, and reduce revenue leakage.
• Collaborate with product teams to integrate client feedback, enhancing product relevance and supporting loyalty.

Behavioural Traits

Solution-oriented and hands-on, ready to address challenges as they arise, with the ability to connect with clients and teams effectively.

Requirements

• 7+ years in customer success management, preferably within the IoT, automotive, or technology sectors.
• Highly customer-centric, with a strongfocus on stability and resolution in client engagements.
• Strong verbal and written communication skills, adept at connecting with clients and internal teams.
• Approachable, acting as a guiding resource for both clients and team members. Communicative and transparent
• Organized and detail-oriented, capable of managing multiple accounts without compromising on quality.
• Skilled in resolving complex customer issues with professionalism and sensitivity.
• Flexibility to thrive in a fast-paced environment, balancing multiple client engagements effectively.

Life at Intellicar

Intellicar fosters a continuous learning environment, promoting skill development and growth opportunities. We value a culture of respect, collaboration, and innovation, where every team member is encouraged to share ideas and progress in their career. Our leadership team exemplifies humility,politeness, and inclusivity, creating a supportive and welcoming work atmosphere. Employee benefits include health and wellness programs, insurance for self and dependents, and more.

If you resonate with our values and are excited about thisopportunity, we’d love to hear from you!

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