Job Title: Customer Success Team Lead.

Location: Pune.

Experience: 8+ Years.

Industry: SaaS.

Role Overview

We are seeking a dynamic and experienced Customer Success Team Lead to drive customer satisfaction, account growth, and team excellence.

In this role, you will lead a team of Customer Success Managers and ensure a superior customer experience while meeting organizational goals.

You will work closely with cross-functional teams, foster strong client relationships, and champion customer-centric initiatives.

Key Responsibilities

Customer Success Leadership

- Lead, mentor, and manage a team of Customer Success Managers, fostering professional growth and ensuring team goals align with business objectives.

- Drive customer satisfaction by maintaining regular interactions and managing customer relationships effectively.

- Take complete ownership of assigned client portfolios, ensuring financial and unit sales goals are met/exceeded through upselling and cross-selling.

- Analyze accounts for opportunities to improve customer experience and strategize for client retention and growth.

- Manage key client issues proactively and ensure timely resolution while setting clear expectations internally and externally.

Collaboration & Strategy

- Work closely with cross-functional teams, including Product, Marketing, Operations, and Finance, to deliver an exceptional customer experience.

- Provide innovative insights to the Product and Marketing teams to improve brand recall, customer engagement, and sales.

Team & Customer Enablement

- Organize and deliver training sessions and onboarding programs for both clients and team members.

- Monitor and communicate campaign progress through regular activity reports and build best practice documents and case studies.

Customer Advocacy & Insights

- Act as a customer advocate by capturing and communicating customer feedback to Product Management and Engineering.

- Utilize customer data to suggest actionable success strategies and improvements.

Operational Excellence

- Efficiently manage time to focus on activities that ensure customer satisfaction, account renewals, and growth while reducing churn.

- Identify and address problems with a solution-focused mindset to enhance customer satisfaction and loyalty.

Qualifications

Essential Skills

- 8+ years of experience in Customer Success, SaaS sales, or CRM platforms (Salesforce preferred), with a proven track record of delivering results.

- Prior team leadership experience with demonstrated success in managing and mentoring team members.

- Exceptional communication and interpersonal skills to simplify complex customer challenges.

- Strong analytical and problem-solving abilities with a customer-first approach.

- Fluency in English and a solution-oriented mindset.

Desired Skills

- Experience working with analytical tools such as Tableau.

- Hands-on experience with CRM platforms like Salesforce.

What Working at SMS Magic Offers

At SMS Magic, people growth is parallel to company growth, and our work culture supports our commitment to creating a world-class CRM messaging company.

Our work culture is built on high-performance teaming, where everyone can achieve their potential and contribute to building a better working world for our people and clients.

We offer:

- The freedom and flexibility to handle your role in a way thats right for you.

- Exposure to a dynamic and growing global business environment.

- Access to innovative and cutting-edge technology and tools.

- Opportunities to showcase analytical capabilities and make high-impact contributions to business teams.

- A competitive compensation package where youll be rewarded based on your performance and recognized for the value you bring to our business.

Additionally, we provide a work environment that values balance, ensuring our people are active, healthy, and happy inside and outside of work.

About SMS Magic

Founded over 10 years ago, SMS Magic has become a trusted messaging leader for businesses worldwide.

We work with global customers across industries such as contact centers, financial services, higher education, retail, staffing, wellness, and more.

Our customers range from small and mid-sized businesses to large global enterprises.

Our commitment is simple: We deliver the most advanced, easy-to-use messaging platform, so you can focus on the personal touch that sets you apart from your competition.