Customer Success Lead (Fully-Remote)
ABOUT THE COMPANY
The best of all worlds: join Avolution, a highly regarded, worldwide, financially sound and growing Enterprise Architecture Software company. Founded in 2001 and with offices in Northern Virginia, Canada, South America, Sydney, Singapore, London, and the Middle East, Avolution is established as an industry leader in its Gartner Magic Quadrant and other industry reports. Be part of a smart, friendly team, and use your skills and initiative to drive growth. Benefit from our culture which is described by employees as collaborative, flexible, and supportive.
ABOUT THE ROLE
We’re looking for a tech-savvy, high-performing Customer Success Lead to join our AMER team. In this role, you’ll manage your own accounts while leading a team of CSMs focused on driving retention, expansion, and true customer success outcomes. You’ll play a key role in defining strategy, building team capabilities, and delivering measurable impact across the customer lifecycle.
Responsibilities
Team Leadership & Development
- Recruit, coach, and mentor a team of Customer Success Managers (CSMs).
- Set clear performance goals, track progress, and drive accountability.
- Foster a collaborative, high-performing culture aligned to customer success and revenue goals.
Renewal & Expansion Sales
- Own the renewal and expansion pipeline, driving retention and identifying growth opportunities across the customer base.
- Analyze customer data and usage patterns to identify potential expansion opportunities.
- Negotiate renewal and expansion deals and meet/exceed revenue targets.
Customer Success Strategy
- Develop and execute scalable CS strategies aligned with company growth objectives.
- Identify the most important customer success metrics, such as customer retention, satisfaction, and product usage, and use those insights to shape your team’s strategy and priorities.
- Collaborate cross-functionally to improve onboarding, enablement, and customer experience.
Customer Engagement & Advocacy
- Serve as a strategic advisor to key accounts, guiding them toward successful outcomes.
- Coach customers on best practices, product usage, and self-sufficiency.
- Escalate and resolve issues proactively, advocating for customer needs internally.
ABOUT YOU
- Proven success in driving renewal and expansion sales within a CS or Account Management role.
- Strong leadership skills with experience coaching and developing a team.
- Data-driven and strategic, with a knack for identifying trends and turning insights into action.
- Excellent communicator, able to engage with both technical and non-technical audiences.
- Experienced in working with enterprise clients and C-level stakeholders.
- Highly motivated, proactive, and collaborative with a growth mindset.
- Experience with Salesforce or similar CRM tools is a plus.
You may have experience in the following roles: Customer Success Manager, Account Manager, Client Success Lead, Customer Experience Manager, Customer Engagement Manager, Strategic Account Manager, Renewals Manager, Customer Growth Manager, or Customer Success Team Lead.
- Ability to work from anywhere within the US
- Opportunity to join in-person team retreats
- Comprehensive healthcare coverage that includes health, dental and eye insurance
- 401K with company matching (after the first 6 months)
- Life Insurance
- Short-term disability insurance
- 20 annual PTO days that you are encouraged to use
- 1 day of birthday leave per year
- 10 annual sick days
- Paid parental leave
- New employee home office allowance
- Annual home office allowance
All applicants must have the right to work in the United States. Avolution is an equal opportunities employer.
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