Team Lead Customer Success

What You Must Know
Customer Success is one of our key differentiators. In this role, you will act as a customer champion, continuously improving the experience for SMS Magic customers. The Customer Success team is responsible for managing customer satisfaction, ensuring adherence to SLAs, maintaining a high level of customer focus, and driving customer experience initiatives across the organization

Roles & Responsibilities

• Foster strong customer relationships through regular interactions, ensuring an outstanding customer experience.
• Take full ownership of account and revenue management for assigned client portfolios, meeting or exceeding financial and unit sales targets.
• Analyse existing accounts for opportunities to enhance customer satisfaction and develop strategies for account growth through cross-selling and up-selling.
• Proactively track and resolve key client issues while managing expectations both internally and externally.
• Provide valuable insights to the product and marketing teams on customer needs and innovative strategies to enhance brand recall and sales.
• Manage all commercial activities for clients in coordination with operations and finance teams.
• Collaborate effectively with cross-functional teams to ensure seamless service delivery and exceptional customer experience.
• Organize training and onboarding sessions for clients to enhance product knowledge and engagement.
• Prioritize essential activities that drive customer satisfaction, account renewal, and account growth while minimising churn.
• Serve as a customer advocate by capturing feedback and conveying requests to Product Management and Engineering.
• Ensure customers leverage product solutions effectively by providing best practices and building case studies.
• Monitor and report campaign progress, utilising insights for future improvements.
• Work closely with partners to build pipelines and close deals

Requirements
What Will Qualify You for This Role?

To succeed in this role, you will need a diverse skill set, combining strategic thinking, tactical execution, and cross-functional collaboration.

• Experience: Minimum of 8+ years in a customer success role, preferably in SaaS, Salesforce, or other CRM platforms, with a strong track record of delivering results in a fast-paced environment.
• Leadership: Prior experience leading teams, with a demonstrated ability to mentor and manage team members effectively.
• Communication: Excellent verbal and written communication skills, with the ability to articulate complex customer problems clearly.
• Analytical Skills: Strong ability to analyse customer data and develop effective success strategies.
• Customer-Centric Approach: A deep commitment to ensuring customer satisfaction and fostering long-term relationships.
• Problem-Solving: An analytical mindset with a focus on continuous improvement and data-driven decision-making.
• Interpersonal Skills: Strong relationship-building abilities and proficiency in English.
• Solution-Oriented Mindset: Capability to identify problems and drive appropriate solutions.
• Hands-On Approach: Ability to monitor customer sentiment and ensure high satisfaction levels proactively

Benefits
What Working at SMS Magic Offers
At SMS Magic, we believe that the growth of our people is directly linked to the growth of our company. Our culture fosters high-performance teaming, allowing individuals to reach their full potential while contributing to a world-class CRM messaging company.

We offer:

• The freedom and flexibility to manage your role in a way that works best for you.
• Exposure to a dynamic and expanding global business environment.
• Access to innovative and cutting-edge technology and tools.
• Opportunities to apply analytical capabilities and make a significant impact on business teams.
• A competitive compensation package, with rewards based on performance and contributions.
• A work environment that promotes balance, ensuring employees maintain an active, healthy, and fulfilling life inside and outside of work