Customer Success Lead
Preston Harris Group
Job Description
Job Description
Customer Success Lead
Location: New York City – On-site
Schedule: Monday–Friday, 9:00 AM–7:00 PM
About the Role
We are seeking a highly motivated and entrepreneurial Founding Customer Success Lead to manage and grow relationships with existing customers.
This is a critical role within a growing company. You will be responsible for ensuring customers receive exceptional service, helping them maximize the value of the product and identifying opportunities to expand relationships.
Because this is an early-stage environment, you will also help build the company's customer success processes and systems from the ground up.
Responsibilities
Own relationships with key customer accounts.
Serve as the primary point of contact for customers.
Manage onboarding, implementation and ongoing account management.
Build strong relationships with customers and key stakeholders.
Identify customer needs and proactively resolve issues.
Monitor customer satisfaction, retention and engagement.
Identify opportunities for account expansion and growth.
Gather customer feedback and communicate it to product and leadership teams.
Help develop customer success processes, systems and best practices.
Travel to customer locations and industry events when necessary.
Create reporting and processes to ensure customers receive consistent service.
Take ownership of projects outside your immediate responsibilities when needed.
Requirements
3+ years of Customer Success, Account Management or related experience.
Experience managing B2B or enterprise customers.
Excellent communication and relationship-building skills.
Strong organizational and project-management abilities.
Commercially minded with an understanding of customer retention and expansion.
Comfortable working independently and taking ownership.
Strong problem-solving skills.
Entrepreneurial mindset and willingness to roll up your sleeves.
Ability to thrive in a fast-paced, rapidly changing environment.
This is an opportunity for someone who wants to do more than manage accounts. The right person will help build the entire customer success function and have a significant influence on the company's future growth.
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