Customer Success Team Lead at Promenade Group in Remote

Summary: Promenade is a mission-driven company empowering local businesses with products and services that allow them to thrive online and offline. The Customer Success Team Lead will play a pivotal role in delivering value to clients, managing a book of business, and ensuring strong customer retention through effective communication and team collaboration. Responsibilities: - Take ownership of a book of business, ensuring that all your clients receive the value they expect from Promenade - Maintain high retention and build trust and rapport with your book of business - Work with our customers to identify their needs, then work with our offshore reps to make sure those needs are met - Identify opportunities to streamline processes and improve efficiency within the team - Handle support requests from your book of business via email and phone - Triaging incoming support issues, accurately diagnosing them, and escalating bugs to the engineering team - Acting as an advocate for Promenade’s partners and providing them with outstanding service while resolving issues in a timely and efficient manner - Identifying trends and inefficiencies to enhance the support process and improve the user experience - Be a product evangelist! Helping partners use our Promenade products to change the way local businesses connect with their community Required Qualifications: - At least 1 year of experience in a Customer Success role where you were responsible for retention of a dedicated book of business - Bilingual in Spanish is a big plus - Ability to take ownership of a book of business, ensuring that all clients receive the value they expect - Maintain high retention and build trust and rapport with your book of business - Work with customers to identify their needs and ensure those needs are met - Identify opportunities to streamline processes and improve efficiency within the team - Handle support requests from your book of business via email and phone - Triaging incoming support issues, accurately diagnosing them, and escalating bugs to the engineering team - Act as an advocate for Promenade's partners and provide outstanding service while resolving issues in a timely manner - Identify trends and inefficiencies to enhance the support process and improve user experience - Be a product evangelist, helping partners use Promenade products Preferred Qualifications: - A natural people person and relationship builder - Passionate about serving small businesses and being part of a growing startup - Tech savvy and can quickly pick up sales/support tools such as Salesforce, Confluence, and proprietary systems - An excellent communicator, both in writing and over the phone - Friendly, optimistic, and have a caring demeanor - Adept at working well under pressure and with tight deadlines Required Skills: Customer Success, Customer Retention, Salesforce, Confluence, Support Ticket Triage, Empathy, Bilingual Spanish Benefits: Equity/Stock options in a profitable and rapidly growing company, Great Medical/Dental/Vision coverage, Transportation coverage in the form of parking, rideshare, or metro credit, Fully stocked snack bar & weekly catered lunches, The company provided gear & swag (MacBook Pro, t-shirt, sunglasses, etc.)