Customer Success Team Lead

Company Overview

We provide marketing agency growth consulting and coaching services to a global client base.

In less than 2 years, we've grown our business from 0 to multi-7 figures and will hit the 8-figure mark this year.

How? We've focused on growth and the relationships for our clients and team members.

By creating a high-performance, positive environment we've helped 100's of leaders and future leaders achieve their full potential through direct support, coaching and consulting.

Founder business overview video

What It's Like Working At The Growth Partner

We're growth-oriented, entrepreneurial, ambitious and will support you to exceed your goals.

You will be surrounded by exceptionally talented driven people who are in pursuit of excellence.

We see the relationship with our team members and clients like our partners.

By working together you will experience your standards, expectations and confidence take a quantum leap forward.

So don't see this like a job, because we don't see you as just an employee, see this as an opportunity to create a new and better life.

To continue the successful growth, we are looking for a new Customer Success Team Lead.

As the Customer Success (CS) Team Lead, you will be ensuring and optimising overall customer satisfaction and success through the effective and efficient day-to-day management and the leadership of a team of customer success consultants and business growth coaches.

We are looking for people with a deep understanding of helping entrepreneurs grow and scale their businesses, both those starting from scratch, as well as those with existing Product-Market Fit looking to scale further.

We are looking for a previous agency owner who is a highly skilled growth coach themselves, coupled with extensive customer success team management experience, and who can operate effectively within and across the customer success team. They should be passionate about getting our clients results and growing our business via back-end upsells and cross-sales.

Lastly, as a leader, the incoming candidate must also have excellent time and project management skills, so they can oversee initiatives and execute strategic plans.

Director of Delivery Video describing the role

Your opportunity:

• Manage a personal book of business, including delivery, renewals and upsells
• Manages the day-to-day activities and performance of a team of customer success managers/growth coaches

• Run daily CS team calls
• Run weekly 1-1s
• Address ad-hoc issues and resolutions with PGPs
• Audit and QC of Slack channels, client calls, and consulting advice given to ensure delivery is happening up to standard and SOPs are being followed
• Reviews and drives key performance indicators (KPIs) for the team Scorecard
• Rollout of new process improvements and initiatives to the team
• Support the recruitment and interview process of prospective candidates in collaboration with the Executive team
  
• Establish and maintain leadership and authority with clients, the CS team, and across the business, including strategic account planning, internal advocacy, and championing process improvements
• Become a client advocate, representing the voice-of-the-customer to Product and Delivery teams
• Oversees the effective & efficient onboarding of new clients, as well as the day-to-day customer success management
• Ensures ongoing communication and support to clients to drive engagement in, and overall satisfaction with all programs
• Continuously monitors experience and engagement of clients on all programs and implement proactive corrective measures where required
• Top customer success escalation point - effectively handles and resolves any problems, queries or questions from clients, including refund requests
• Runs weekly GP group calls & has regular 1-1 review sessions with clients to drive engagement and customer success
• Reports on key insights/learnings and proposed product amendments and new product developments to the Head of Product and Director of Delivery
• Defines, builds and delivers strategies and plans based on industry best practice that ensure excellent results are achieved by all clients, resulting in revenue growth and client retention
• Leverages data and analytics to develop, track, and report on key customer success metrics

• Drive quality, service delivery, and customer success improvements
  

Requirements

• Previous agency owner with extensive business growth consulting/coaching experience
• Prior experience and a proven track record in sales and marketing is a must
• Minimum of 3-5 years of work experience in client-facing roles, ideally in a marketing, consulting, or growth agency focused on delivering exceptional results for the clients they serve.
• 2+ years experience directly leading a CS team or leading another delivery-focused team
• Relevant Bachelor's degree in Marketing, Sales, or Business Administration OR a strong resume of relevant work experience and alternative education that would successfully equip you for the role
• A deep understanding of helping entrepreneurs grow and scale their businesses, both those starting from scratch, as well as those with existing Product-Market Fit looking to scale further
• We currently have an education product centred around cold email, LinkedIn, and outbound strategies but definitely have clients leveraging both paid and organic inbound marketing methods that we serve as well
• The ideal candidate has a breadth of knowledge in both inbound and outbound that will serve them well as we continue to scale
• A strong empathy for customer and passionate about personal and professional growth
• Excellent communication and presentation skills. Comfortable leading both team and client meetings with authority and conviction.

This is for you if:

You have the experience

Doing something similar before now you're ready to take it to the next level

You consider yourself in the top 5% of sales or marketers globally

You have experience growing businesses or consulting to high growth-businesses

You are committed helping others to achieve their goals even if it requires hard conversations

You are committed to learning and developing both technical skills and behavioural tendencies

You are excited to be around high-performers who are all working towards achieving big things

This is not for you:

You are excited to be around high-performers who are all working towards achieving big things

Have less than 1 year of experience in consulting or coaching, or 5 years of mid-high level business experience

You're not really committed to growth and improvement - you just benefits

You can't make stuff happen - this needs to be a go getter

Not for you but know someone it is - we offer a $1,000 referral.

Benefits

The Pay:

• Range of $6,000 to $7,000 per month base + 10% commission on all up-sells and cross-sells
• Negotiable dependent on experience and track record
• Specifics discussed in the interview.

Additional benefits:

• 1-1 Personal Development Coaching from C-Suite Level
• Access to $20,000 of training
• Invitation to share scheme based on exceptional performance and relative to value you bring the organisation after 12 months

Job Type: Full-time / "1099"