Team Leader - Customer Success

Job Description

About Reelo: Reelo is revolutionizing how businesses engage and retain their customers by offering an innovative platform for loyalty programs, customer insights, and automated campaigns. We empower businesses to create meaningful relationships with their customers and achieve sustainable growth. Role Overview: We are looking for a motivated and experienced Team Leader - Customer Success to join our growing team. The TL will manage and mentor a group of Customer Success Managers (CSMs), ensuring high retention, adoption, and growth metrics while driving customer success strategies at scale. Key Responsibilities: Team Management: Oversee and guide a team of 7-8 CSMs, ensuring they meet performance metrics. Regularly audit customer interactions , including calls, emails, and engagements, to identify areas for improvement and provide actionable feedback. Conduct weekly review meetings and bi-weekly coaching sessions to address gaps and improve team outputs. Retention Growth: Own team metrics, including Renewal Rate and Net Revenue Retention (NRR). Collaborate with CSMs to identify upsell, cross-sell, and expansion opportunities. Customer Advocacy: Ensure CSMs maintain high engagement levels through regular check-ins, QBRs, and proactive outreach. Serve as an escalation point for critical issues and collaborate with cross-functional teams for resolution. All Hands on Deck (Initial 3 Months): As part of Reelo s growth-focused culture, the TL will manage their own onboarding and reactivation accounts during the initial three months. Deliver results on these accounts to establish mastery over metrics and product knowledge, enabling effective team coaching and performance management. Process Improvement: Develop and implement standardized processes for onboarding, customer engagement, and performance tracking. Collaborate with internal teams to streamline workflows and improve efficiency. Performance Monitoring: Track and report on key metrics, including onboarding completion, feature adoption, and NPS. Establish and monitor performance improvement plans (PIPs) for underperforming team members. Required Skills and Experience: 2-4 years in Customer Success, Account Management, or similar roles, with at least 1-2 years in a leadership capacity. Proven experience driving customer retention and growth. Strong analytical skills to interpret data and implement action plans. Excellent communication, coaching, and interpersonal skills. Familiarity with SaaS metrics like NRR, churn, and customer health scoring. Why Join Us: Be part of a high-growth SaaS startup with a clear vision and goals. Opportunity to shape and scale a dynamic Customer Success team. Work in an all-hands-on-deck culture where your contributions directly impact the company s success.