Role Summary

Key Responsibilities

• Support day-to-day supervision of the Customer Success team and ensure smooth execution of customer-facing operations.
• Monitor team accountability, responsiveness, documentation quality, meeting follow-ups, and adherence to service standards.
• Ensure customer health updates, red flags, internal notes, meeting minutes, and action trackers are maintained accurately and on time.
• Build and sustain strong customer relationships while proactively identifying service risks, escalation points, and retention concerns.
• Coach team members on communication standards, professionalism, ownership, and structured customer handling.
• Support onboarding, probation reviews, performance conversations, and capability development of team members.
• Coordinate with internal stakeholders to align on commitments, priorities, and issue resolution for assigned customers.
• Recommend and implement process improvements that strengthen reporting discipline, service consistency, and operational efficiency.