Customer Success Lead
At a glance
Senior Customer Success role at Advantage HQ. Remote · full-time.
Pay not stated
growthroles summary, based on the employer's posting.
What you'll do
- Take charge when clients raise disputes, understand the situation, and walk them through a thoughtful resolution
- Check in with each client weekly and reach out when you spot signs they may be struggling
- Lead every new client's onboarding call so they understand what to expect and where to find resources
- Meet clients halfway through and at the program's end to review progress and discuss next steps
- Coordinate with sales, project managers and coaches to keep client needs from being missed
What you bring
- Background in customer success, account management or another listed client-facing function
- A calm, reassuring approach to tense conversations, backed by clear writing and attentive listening
- Sound judgment about when to act and which colleagues to involve
- Strong organization and comfort working in Slack and Asana
Who this fits
This senior role suits someone who can build client trust and take ownership of difficult conversations. You'll begin with onboarding calls and weekly check-ins, learn the program, and shadow experienced teammates before handling escalations independently.
From the employer
Customer Success Lead
You make sure our clients feel looked after from their first day to their last. You welcome them in, stay close to how they are doing, and step in when something needs fixing. Turning a frustrated client into a happy one is the best part of this job.
What you'll do
- Resolve client escalations and disputes. This is the heart of the role. When a client is unhappy, you take the lead. You get the full picture, recommend solutions, and talk the client through it with empathy.
- Catch concerns early. You keep a weekly pulse on every client and reach out when someone seems stuck or frustrated, before it grows.
- Welcome new clients. You run the onboarding call for every new client, so they know what to expect and where to find everything.
- Help clients grow with us. You check in at the midpoint and the end of the program to celebrate progress and talk about what comes next.
- Keep the team in the loop. You work closely with sales, project managers, and coaches so nothing falls through the cracks.
What you bring
- Experience in customer success, account management, or client services.
- Calm, warm, and confident when a conversation gets difficult.
- Clear writing and good listening.
- Good judgment on when to step in and who to bring in.
- Organized and comfortable in Slack and Asana.
- E-commerce or influencer marketing experience is a plus.
How you'll get started
You start with onboarding calls and weekly client check-ins. You learn the program first and shadow experienced team members before leading any escalation on your own.
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