Customer Success Lead

This role will focus the team's efforts on connecting with clients to drive retention, renewals, customer satisfaction, and growth. You will lead a team of first-line CSM to support our customers to achieve the business outcomes they expected to receive from OakMega.

What you'll do:

• Leadership and Strategy
  • Develop a strategic roadmap for the CS team aligned with overall business objectives. Establish targets and performance metrics to effectively measure customer experience and deliver insights for continuous improvement.
  • Develop and deploy Customer Success led programs to drive customer adoption and retention and minimize churn and down-sell across the customer base.
  • Create strategic presentations for executive reviews, offering actionable insights and recommendations.
• Customer Relationship Management
  • Oversee the entire customer journey (Onboarding & training, requirement gathering, delivery, QBRs), and identifying upselling or cross-selling opportunities within existing client accounts.
  • Design, implement, and manage customer service policies and procedures to facilitate a quality customer experience. 
  • Optimize customer experience through roles and responsibilities identification, process improvements, and QBR quality enhancements.
• Team Development & Management
  • Lead and manage CS team of about 3-4 CSMs to successfully achieve quarterly goals.
  • Recruit, train, and coach team members, providing CS training materials, workshops, regular and 1 on 1 meetings to drive performance and skill growth.
  • Foster a culture of continuous improvement and exceptional customer service.
  • Maintain CRM data integrity, analyze for insights, and drive the team toward targets with rigorous pipeline tracking.

Qualifications

• Minimum of 3 years of relevant experience in customer/ partner success, business consulting (preferably within a software or technology-driven industry), with 1+ year of experience in team management.
• Profound understanding of B2B SaaS Customer Success Management role.
• Analytical mindset and demonstrated capability to have worked on analytical or digital transformation projects
• Strong influencing skills and the ability to build lasting relationships across multiple layers of the organization.
• Excellent verbal and written communication ability to convey complex information in a clear and understandable manner.
• Proficiency in engaging at the senior executive level is a necessity.

Preferred Qualifications

• Experience in conversational business marketing.
• Experience in advertising, media, and the creative industry.
• Experience in marketing, sales, or customer management in the B2B SaaS industry.
• Experience in software applications across multiple industries.
• Proficiency in operating CRM systems with experience in scenario applications.

Company Policies

• Flexible Working Hours
  Enjoy flexible work hours to suit your lifestyle.
• MacBook for Full-Time Employees
  All full-time employees are provided with a MacBook.
• Generous Leave Policies
  Start with 12 days of fully paid sick leave and a vacation policy that far exceeds legal requirements.
• Work From Anywhere (WFA) Policy
  We believe success is not about where you work but the results you deliver. With WFA, you can work wherever you feel most productive!

Office Environment

• Located right across from the main entrance of National Taiwan University and close to the bustling Gonguan Shopping District, home to many delicious street foods!
• Unlimited access to a variety of international snacks.
• Surrounded by plants, aquatic greens, and fish to keep you company at work.

Comprehensive Physical and Mental Wellness

• Sports Clubs
  Join OakMega sports clubs to stay active and connected.
• Professional Development
  Access subsidies for skill development courses.
• Health Check Subsidies
  Take care of your health with financial support for checkups.
• Regular Workshops & Team-Building Activities
  Build skills and strengthen bonds with teammates.
• Structured Onboarding Program
  Start strong with a detailed learning roadmap and thorough training, ensuring a smooth transition into the team.

【 ✨ Life at OakMega｜WFA VLOG 】 https://www.youtube.com/watch?v=QwU4XSEd09k

【 🎉 OakMega 5th Anniversary Celebration】https://www.youtube.com/watch?v=gqM3yID-z0I&t=9s