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 andescalations, onboarding new customers, strategizing to maximize revenue, andimplementing continuous improvement initiatives to elevate client satisfactionand success. You will also help develop and support the team. This role isintegral to building long-term, strategic partnerships with our clients anddelivering value through every interaction.

Responsibilities

Client Engagement

·        Ensure day-to-day deep engagement withkey clients, fostering strong, collaborative relationships, and collectingfeedback 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 productvalue.

·        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 continuousimprovement. Help them lead critical discussions with clients. 

·        Conduct tight and supportive teamiteration discussions to address and refine customer service processes.

·        Develop and manage Key PerformanceIndicators (KPIs) for team performance, account penetration, and customersatisfaction

 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 tointegrate client feedback, enhancing product relevance and supporting loyalty.

Behavioural Traits

·        Solution-oriented and hands-on, readyto 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 communicationskills, adept at connecting with clients and internal teams.

·        Approachable, acting as a guidingresource for both clients and team members. Communicative and transparent

·        Organized and detail-oriented, capableof managing multiple accounts without compromising on quality.

·        Skilled in resolving complex customerissues with professionalism and sensitivity.

·        Flexibility to thrive in a fast-pacedenvironment, balancing multiple client engagements effectively.

Life at Intellicar

Intellicar fosters a continuous learning environment, promotingskill development and growth opportunities. We value a culture of respect,collaboration, and innovation, where every team member is encouraged to shareideas and progress in their career. Our leadership team exemplifies humility,politeness, and inclusivity, creating a supportive and welcoming workatmosphere. Employee benefits include health and wellness programs, insurancefor 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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