Customer Experience Team Lead

Job Summary

A company is looking for a Team Lead to oversee customer onboarding, implementation, and success for small to medium-sized businesses.

Key Responsibilities

• Ensure customers are trained and adopting software within 14 days
• Maintain high customer satisfaction with a CSAT score of at least 90% for onboarded accounts
• Document and update team playbooks to ensure clarity and usability

Required Qualifications

• 3-5 years of experience in SaaS onboarding, implementation, and customer success
• At least 2 years in a team lead or similar senior position
• Experience with SQL and familiarity with CRMs (Salesforce) and customer support tools (Intercom)
• Proven ability to manage 50-100 active accounts in a month-to-month model
• Intermediate proficiency with Excel or willingness to learn quickly