Customer Success Lead at graylink

Description    

• Graylink is a leading technology provider delivering innovative recruitment and talent software solutions to private corporate and public sector customers, and we are growing! We are looking for a strategic, results-driven Customer Success Lead to head up our Account Management and Customer Success team in driving customer retention, satisfaction, and growth. This role involves developing and executing strategies that maximize customer engagement and revenue expansion while ensuring internal collaboration with our Product, DevOps, Sales, and Finance teams to align us with our customer needs.

Minimum Requirements    

• 5+ years of experience in account management, customer success, within a SaaS B2B recruitment or HR tech environment.
• 2+ years of experience in a leadership role, managing customer-facing teams in the abovementioned industry.
• A relevant tertiary qualification in IT and/or commerce.
• Direct experience and understanding of recruitment technology and corporate HR business processes.
• Proven ability to drive retention, expansion, and customer satisfaction in a SaaS environment.
• Experience engaging and influencing C-level executives and senior stakeholders.
• Data-driven mindset with proficiency in CRM and customer success software (HubSpot, Intercom, Jira etc.).
• Project and/or change management experience would be advantageous
• Excellent professional communication, negotiation, and problem-solving skills.

Duties and Responsibilities    
Leadership & Team Management

• Lead, mentor, and develop a team of Account Managers and Customer Success Managers, fostering a high-performance culture.
• Set clear performance targets, and career development plans for the team.
• Ensure team members effectively manage customer relationships, drive adoption, and maximize customer value.
• Act as an escalation point for high-priority customer concerns and resolve complex challenges.

Customer Success & Retention

• Manage own portfolio of higher-profile selected customers, ensuring strategic oversight and direct engagement.
• Oversee a portfolio of key accounts, ensuring customers realize full ROI from our ATS software.
• Develop and implement strategies to maximize customer retention and satisfaction.
• Partner with customers to understand their recruitment challenges and align solutions to meet their needs.
• Identify risks and proactively address potential churn signals.

Revenue Growth & Expansion

• Drive upsell and cross-sell opportunities within the existing customer base.
• Collaborate with Sales to ensure seamless renewals and contract expansions.
• Ensure the team effectively communicates product updates, new features, and best practices to customers.
• Use customer health data and engagement metrics to identify opportunities for growth.

Collaboration & Strategy

• Work closely with Product and DevOps teams to provide customer feedback that influences roadmap priorities.
• Partner with Product and Sales teams to support customer engagement strategies, including case studies and success stories.
• Analyze trends in customer health, engagement, and retention metrics to inform leadership decisions.
• Advocate for customer needs while balancing company goals and growth objectives.