Customer Success Lead

We are looking for a dynamic and customer-focused Customer Success Lead to support our customers in maximizing the value of our in-house application solutions. This role combines product functional support, customer consultation, enablement, ensuring stable system operations, high customer satisfaction, and long-term product adoption. You will essentially be a Customer Success Personnel working in a product support team to be the bridge between users, support, and product/development teams. You will not just be firefighting issues, but most importantly help shape how successful people are with BASS’s solution. What should you have? Strong experience in providing technical application support and resolving incidents within SLAs. Proven ability to diagnose, troubleshoot, and perform root cause analysis on application, performance, and integration issues. Skilled at identifying recurring issues, trends, and risks, with proper documentation and escalation. Excellent customer relationship management skills, including conducting check-ins and success reviews. Ability to advise customers on best practices, workflows, and efficient application usage. Experience in identifying adoption gaps, recommending preventive measures, and maximizing application value. Experience facilitating customer meetings, onboarding, training, and ongoing enablement. Ability to collaborate with internal teams to create and maintain user guides, tutorials, and documentation. Strong capability to gather and communicate customer feedback, feature requests, and pain points for product improvement. Ability to translate customer insights into actionable recommendations for Product and Development teams. Experience working cross-functionally with Project, Product, and Development teams to ensure smooth implementations and continuous improvement. What do you need to qualify? Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent practical experience). 2–5 years of experience in Application Support, Customer Success, Technical Support, or IT Consulting roles. Experience managing customer relationships and delivering consultative, value-driven support. Strong verbal and written communication skills in English. Familiarity with ITIL practices and Agile development processes. Exposure to ERP systems is an advantage. Experience in the Maritime industry is an advantage. Experience with ticketing systems, CRM tools, or application monitoring tools is a plus. Is the above relevant to you? You are most welcome to apply online or to View email address on click.appcast.io . #J-18808-Ljbffr