[Remote] Customer Success Team Lead

Note: The job is a remote job and is open to candidates in USA. Promenade Group is a rapidly scaling company that empowers local businesses with innovative products and services. They are seeking a Customer Success Team Lead to ensure high customer retention and satisfaction while managing a dedicated book of business and overseeing offshore representatives. Responsibilities Take ownership of a book of business, ensuring that all your clients receive the value they expect from Promenade Maintain high retention and build trust and rapport with your book of business Work with our customers to identify their needs, then work with our offshore reps to make sure those needs are met Identify opportunities to streamline processes and improve efficiency within the team Handle support requests from your book of business via email and phone Triaging incoming support issues, accurately diagnosing them, and escalating bugs to the engineering team Acting as an advocate for Promenade’s partners and providing them with outstanding service while resolving issues in a timely and efficient manner Identifying trends and inefficiencies to enhance the support process and improve the user experience Be a product evangelist! Helping partners use our Promenade products to change the way local businesses connect with their community Skills At least 1 year of experience in a Customer Success role where you were responsible for retention of a dedicated book of business Empathetic and driven Loves solving complex problems with grace and gusto Balances a competitive nature with being a team player Works well under pressure and is comfortable with ambiguity Comfortable with handing off tasks to the offshore team and reviewing the quality of their work Ability to take ownership of a book of business and ensure clients receive the value they expect Ability to maintain high retention and build trust and rapport with clients Ability to identify customer needs and work with offshore reps to meet those needs Ability to handle support requests via email and phone Ability to triage incoming support issues, accurately diagnose them, and escalate bugs to the engineering team Acting as an advocate for Promenade's partners and providing outstanding service Identifying trends and inefficiencies to enhance the support process and improve user experience Ability to be a product evangelist and help partners use Promenade products Bilingual in Spanish A natural people person and relationship builder Passionate about serving small businesses and being part of a growing startup Tech savvy and can quickly pick up sales/support tools such as Salesforce, Confluence, and proprietary systems An excellent communicator, both in writing and over the phone Friendly, optimistic, and have a caring demeanor Adept at working well under pressure and with tight deadlines Benefits Equity/Stock options in a profitable and rapidly growing company Great Medical/Dental/Vision coverage Transportation coverage in the form of parking, rideshare, or metro credit Fully stocked snack bar & weekly catered lunches The company provided gear & swag (MacBook Pro, t-shirt, sunglasses, etc.) Ability to mold your career and make an immediate impact Work in a fast-paced, fun environment with an eclectic group of people from all over the world Company Overview Promenade was founded as a business expansion of a fleet of industry-specific software platforms. It was founded in 2011, and is headquartered in Santa Monica, California, USA, with a workforce of 51-200 employees. Its website is