Customer Success Team Lead

As a Customer Success Lead, you will be a player-coach leader helping to drive customer retention and growth across a small book of some of Bonusly’s largest customers as well as through your leadership of a small team of Customer Success Managers.  You will be accountable for the success of your assigned enterprise customers, establishing yourself as a Trusted Advisor and proactively providing best practice guidance and recommendations to maximize the value customers realize from Bonusly. You will also help manage and develop two CSMs with ownership of a scaled book of business, and coach them to successfully manage and grow their books of business.  We are looking for someone with an ingrained passion for people, and a love for finding creative solutions to help others create a culture of appreciation within their organization, and a desire to enable high performance within the Bonusly Customer Success team. 

This is an excellent opportunity for an experienced Enterprise Customer Success Manager eager to take the next step in their career journey with leadership responsibilities.

You will be an expert on Bonusly along with employee recognition, engagement and performance while managing our customer’s success, and coaching others on the same throughout the customer lifecycle. From ensuring that Bonusly customers achieve their business and talent goals using our product to implementing coaching and process enhancements to support this at scale, you’ll directly affect the customer satisfaction, retention, growth, and advocacy of our amazing customers!

• Manage a portfolio of enterprise customers throughout the life cycle, owning their ultimate success by ensuring they realize the full value of the Bonusly platform.
• Manage two CSMs to drive successful retention and growth for Bonusly customers under $15,000 ARR 
• Actively participate in 1:1 coaching and feedback sessions alongside the Customer Success Leadership Team 
• Serve as a trusted resource for Customer Success Managers and provide guidance on best practices around stakeholder management, demonstrating value, and navigating commercial conversations 
• Partner with your customers to proactively optimize their use of Bonusly as their business and talent objectives change and best practices evolve 
• Partner with the sales team to drive customer growth and leadership team to continue to improve and iterate on customer growth processes 
• Closely monitor your accounts to identify renewal risks and implement proactive interventions.
• Showcase  Bonusly’s value to customers through regular check-ins and Executive Business Reviews focused on achieving desired outcomes
• Drive product adoption and ongoing usage of Bonusly by helping our customers follow best practices to get the most from Bonusly (and, help define what those best practices are!) 
• Build and maintain healthy, multi-threaded relationships across your customer organizations
• Serve as the voice of your customers by sharing customer feedback and advocating for customer needs cross-departmentally and serve as the Voice of Bonusly with our customers to ensure mutual success in the partnership
• Keep up with HR industry trends to understand and advise our customers

• Have Enterprise Customer Success or Account Management experience in HRTech 
• Have 3+ years of experience owning Enterprise accounts, including renewal management
• Excel at delivering delightful experiences, with a focus on customer growth and retention 
• Serve as a consultative partner to your clients by seeking to understand problems and goals in order to deliver informed recommendations and partnership strategy 
• Have strong business acumen with proven ability to balance clients’ business needs as well as Bonusly business objectives to maintain and grow mutually beneficial partnerships
• Have a passion to help others grow and succeed, with a desire to grow your own career in Customer Success leadership

• Base salary: $130,000 - $145,000
• Variable Compensation based on customer retention and growth: 20% 
• Equity:  0.03% - 0.07%