As the North America Customer Success team leader at Windward, you will lead and oversee the team of Success function for multiple and diverse commercial and governmental enterprises and organizations, in North and South America.
As the company’s main point of contact, your primary responsibilities will be to manage a team of CSMs that your shared mission is to achieve high customer satisfaction, ensure product usage and value, manage renewals for commercial accounts, and enable additional sales.
As the company grows, you and your team will have to onboard new customers every quarter, including strategic accounts across multiple segments.
This role entails managerial responsibilities, requiring strong leadership and strategic mind to effectively manage the regional customer success team and drive the success of our customers. You will also be expected to have hands-on management of a few strategic customers.
Responsibilities:
- Lead and manage a team of Customer Success Managers, providing guidance, coaching, and mentorship to ensure their success.
- Recruit, train and onboard new team members as needed.
- Act as the primary expert contact for escalated client issues, providing strategic guidance and resolutions to ensure customer satisfaction.
- Oversee the management of clients’ accounts on all levels, including technical, business, support, and product aspects.
- Handle new feature releases and coordinate with relevant teams to ensure seamless customer adoption and integration.
- Gather and analyze client feedback and communicate it internally to drive product improvements and enhancements.
- Conduct client training sessions, and workshops to educate customers on product usage, best practices, and new features.
- Identify upsell and cross-sell opportunities within existing client accounts, working closely with the Sales team to drive revenue growth.
- Responsible for renewals and upsell opportunities in part of the installed base
- Introduce new features to clients, ensuring they understand the value and potential benefits.
- Part of the CS Leadership with shared responsibility on new processes and CS methodology improvement
- Collaborate closely with the R&D, Product, and Sales teams to align customer success initiatives with product development and sales strategies.
- Stay up-to-date with industry trends, market changes, and competitive landscape to provide strategic insights and recommendations.
- 1-3 years experience as a team leader in the customer success field.
- 5-7 years experience as customer success manager for strategic/Enterprise accounts
- Experience in Customer Success/ Account Management in SaaS companies, with a proven track record of achieving customer satisfaction and retention goals.
- Experience with B2G and B2B customers and their business processes
- Experience working with product and R&D management, demonstrating an understanding of product development processes.
- Willingness to travel to multiple locations in Americas up to 30% of the time.
- Fluent written and spoken English and additional languages are an advantage.
- Excellent interpersonal and communication skills, with the ability to engage with users and high-level executives.
- Quick learner, curious, creative, open-minded, and passionate about continuous improvement.
- Familiarity with Customer Success supporting systems such as Salesforce, CS experience platform,Google applications, and training tools.
- Experience with GenAI tools – must
- Intelligence or analyst experience is an advantage, as well as demonstrating strong analytical skills.
- Maritime experience – huge advantage.
Hybrid position – you will be expected to be in our DC office 3 days a week.
