Customer Success Team Lead

*This role is remote within Canada, working in EST*

Description

Hi! We’re LinkGraph, an SEO software company (and full-service digital agency) focused on engineering products and services that help websites improve their performance on Google. We are a rapidly growing organization with clients from Fortune 500 companies to leading Silicon Valley tech startups, and we're looking to bring on a client focused Customer Success Team Lead to help us propel our growth.

Check out our careers page here: www.linkgraph.com/careers 

If you’re smart, ambitious, and passionate about working for a tech company, we want to hear from you!

Requirements

This role is expected to work in EST.

This dynamic position is a player/coach role where you’ll have the unique opportunity to lead and develop the Customer Success Manager (CSM) team while also managing your own book of business. Your leadership will guide us in enhancing client strategies, driving upsell initiatives, and improving workflow processes.

Key Responsibilities:

• Strategic Initiatives and Frameworks:
  • Create and implement CSM ROCKs (key priorities) and lead execution of the EOS framework within the team.
  • Support CSMs in client strategy and implementation, including spot-checking and revising strategies as necessary.
• Revenue and Retention:
  • Collaborate with CSMs to develop upsell strategies that align with quarterly revenue targets.
  • Address and coach on client escalations to ensure client satisfaction and retention.
  • Conduct monthly churn post-mortem reviews to understand patterns and develop win-back strategies.
• Team Leadership and Development:
  • Review HubSpot activity and address any irregularities weekly.
  • Conduct performance reviews, providing coaching and mentorship to the CSM team.
  • Lead the hiring process for CSMs and offer feedback to refine workflow and improve the candidate pool.
  • Implement and lead training sessions and development programs.
• Communication and Processes:
  • Conduct audits of Slack and email communications, ensuring clarity and accuracy in messaging.
  • Monitor the completion of CSM daily responsibilities.
• Invoicing and Billing:
  • Oversee and troubleshoot invoicing and billing procedures, enforcing best practices and resolving conflicts.
  • Review potential credit or refund issues before escalation.
• Tools and Industry Trends:
  • Ensure the CSM team is well-versed in best practices for our tools and set up training sessions for updates.
  • Stay informed on industry trends and emerging tools to keep our company competitive.
• Sales Collaboration and Compliance:
  • Collaborate with the sales team to monitor and improve the sales-to-CSM handoff process.
  • Provide feedback on new client issues that may relate to the sales process.
  • Conduct quarterly reviews of risk and compliance policies with the CSM team.
• Player/Coach Responsibilities:
  • Manage your own book of business, ensuring exceptional service and satisfaction.
  • Implement personalized client strategies and liaise directly with clients to enhance partnerships.

Qualifications:

• 2+ years leadership experience in customer success or a similar role.
• Strong coaching, mentoring, and team development skills.
• Experience in managing client accounts and executing client strategies.
• Excellent communication and strategic thinking abilities.
• Experienced with HubSpot, billing systems, and customer success tools.
• Ability to work collaboratively and cross-functionally with sales and other teams.
• SEO Experience at the agency / enterprise level.

Benefits

• 15 Days PTO + Christmas Day + New Years Day paid off

Salary

• $5,000 - $6500 USD a month

Our Recruitment Process

1. Initial screening call with our recruitment team
   
2. Technical assessment to showcase your skills (if applicable)
   
3. Final interview with our Hiring Manager
   
4. Offer extended
   

We are committed to fostering a healthy work-life balance, innovation, and a collaborative, inclusive culture - no matter where you work. We host monthly virtual game days and events, and our team enjoys the flexibility of contributing to charity initiatives of their choice. We believe in supporting both personal growth and professional success, ensuring that remote work doesn’t mean disconnected work.

Here’s a look into our core values:

• Collaborative & Engaged: We’re a tight-knit team that supports each other and shares knowledge.
  
• Excellence Driven: We aim for the highest standards, always raising the bar.
  
• Self-Starter Mentality: We take initiative and problem-solve independently.
  
• Innovative: We embrace change, experiment, and think outside the box.
  
• Student Mentality: We learn from our mistakes and constantly evolve.
  

We’re proud of the recognition we’ve received for our growth and commitment to creating a positive, inclusive work environment. Here are just a few of the accolades that highlight our success and culture:

• Nevada’s Top Workplaces - #1 Small Business (Under 150 Employees), Best New Ideas
  
• Best Start-Up Agency (U.S. Search Awards)
  
• Top B2B Companies (Clutch)
  
• Inc’s On The Rise and Best Places to Work (Inc. Magazine)
  
• Great Place to Work Certified (Great Place to Work)
  

These awards reflect the hard work, dedication, and passion of our entire team, and we’d love for you to be a part of it!