Client Success Team Lead

Job Summary

Seeking a people-first leader, the full-time remote Client Success Team Lead will manage and develop a team of Client Success Managers, ensuring client satisfaction and engagement while collaborating with cross-functional teams to enhance the client experience.

Key responsibilities

• Lead, coach, and develop a team of Client Success Managers, focusing on client satisfaction, retention, and engagement targets
• Own the multi-touch outreach program to ensure regular client engagement through calls, training, and emails
• Monitor client health and retention, identifying at-risk accounts and serving as the escalation point for complex client situations

Required qualifications

• Proven experience leading a client success, account management, or support team, preferably in insurance, financial services, or technology
• Track record of managing retention and satisfaction across a large, high-volume book of clients
• Strong coaching skills with a history of developing talent and building accountable teams
• Data-driven and analytical, comfortable using client health and retention metrics for decision-making
• Openness to new tools, including CRM, client success platforms, and AI-enabled workflows