Customer Success Team Lead, LinkGraph

Salary not provided

$5k - $6.50k / month

Hubspot

Senior and Expert level

Remote from Canada

More information about location

SEO software

Open for applications

SEO software

101-200 employees

B2BEnterpriseSaaSAdvertisingWeb Design

Open for applications

Salary not provided

$5k - $6.50k / month

Hubspot

Senior and Expert level

Remote from Canada

More information about location

101-200 employees

B2BEnterpriseSaaSAdvertisingWeb Design

Company mission

To engineer products and services that help websites improve their performance on Google, and making the world a better place while they do it.

Job

Company

Role

Who you are

If you’re smart, ambitious, and passionate about working for a tech company, we want to hear from you!
2+ years leadership experience in customer success or a similar role
Strong coaching, mentoring, and team development skills
Experience in managing client accounts and executing client strategies
Excellent communication and strategic thinking abilities
Experienced with HubSpot, billing systems, and customer success tools
Ability to work collaboratively and cross-functionally with sales and other teams
SEO Experience at the agency / enterprise level

What the job involves

This dynamic position is a player/coach role where you’ll have the unique opportunity to lead and develop the Customer Success Manager (CSM) team while also managing your own book of business. Your leadership will guide us in enhancing client strategies, driving upsell initiatives, and improving workflow processes
Create and implement CSM ROCKs (key priorities) and lead execution of the EOS framework within the team
Support CSMs in client strategy and implementation, including spot-checking and revising strategies as necessary
Collaborate with CSMs to develop upsell strategies that align with quarterly revenue targets
Address and coach on client escalations to ensure client satisfaction and retention
Conduct monthly churn post-mortem reviews to understand patterns and develop win-back strategies
Review HubSpot activity and address any irregularities weekly
Conduct performance reviews, providing coaching and mentorship to the CSM team
Lead the hiring process for CSMs and offer feedback to refine workflow and improve the candidate pool
Implement and lead training sessions and development programs
Conduct audits of Slack and email communications, ensuring clarity and accuracy in messaging
Monitor the completion of CSM daily responsibilities
Oversee and troubleshoot invoicing and billing procedures, enforcing best practices and resolving conflicts
Review potential credit or refund issues before escalation
Ensure the CSM team is well-versed in best practices for our tools and set up training sessions for updates
Stay informed on industry trends and emerging tools to keep our company competitive
Collaborate with the sales team to monitor and improve the sales-to-CSM handoff process
Provide feedback on new client issues that may relate to the sales process
Conduct quarterly reviews of risk and compliance policies with the CSM team
Manage your own book of business, ensuring exceptional service and satisfaction
Implement personalized client strategies and liaise directly with clients to enhance partnerships

Application process

Initial screening call with our recruitment team
Technical assessment to showcase your skills (if applicable)
Final interview with our Hiring Manager
Offer extended

Our take

Google relies on over 200 ranking factors when determining whether to rank web pages. LinkGraph’s data-driven SEO allows site owners to execute a comprehensive on-page and off-site strategy for boosting their Google rank, all from the convenience of a single platform.

LinkGraph has already made a name for itself as a very reputable company; its customer base includes Samsung, P&G, McAfee, and Shutterfly. It has been acknowledged as an exemplary leader in the B2B space by the Clutch Leader Awards for several years in a row, experiencing a revenue growth of 500% during that time.

The company has targeted a niche within SEO by offering a wide scope of services, scalability, and (most notably) free SEO software and tools. LinkGraph’s growth is showing no signs of slowing down as it has quickly become one of the most successful companies within its market.