Customer Success Team Lead, Transfr
Northeast
$100-110k
More information about location
VR workplace training
Be an early applicant
VR workplace training
201-500 employees
Be an early applicant
$100-110k
More information about location
201-500 employees
Company mission
To train the future of every industry and open up new opportunities for people across the globe.
Role
Who you are
- Minimum of 7 years of experience in customer success or account management
- Prior people management experience is preferred
- Exceptional prioritization and organizational capabilities to manage all aspects of a $2M+/- book of business
- Ability to work independently and manage multiple customer relationships simultaneously
- Technically adaptive with capability to learn new solutions, features/functionality, and communicate those in a value-added way to customers
- Adept in identifying customer risks and proactively engaging customers to equip them with solutions
- Strong presentation, negotiation, problem-solving and analytical skills
- Proven track record of consistently exceeding objectives - self-motivated, and driven by results
What the job involves
- The Customer Success Team Lead is responsible for guiding and overseeing designated Customer Success Managers (CSMs) and/or Associate CSMs
- This role ensures that both customer goals are achieved and strong, lasting customer relationships are maintained
- The role focuses on effective people leadership and delivering exceptional customer outcomes
- Additionally, the CS Team Lead is accountable for managing their own Book of Business
- Lead, coach, and develop CSMs, and/or Associate CSMs, and/or Team Implementation Specialists to ensure they meet customer success targets related to retention, satisfaction, and business growth
- Track customer health, manage renewals, and identify opportunities for upselling within the defined Team
- Collaborate with the RVP to tailor and implement the customer success strategy to meet regional objectives
- Oversee high-profile and strategic accounts in the region, ensuring each customer receives a personalized approach to their unique needs
- Work with cross-functional teams to advocate for customer needs, including recommending product improvements or new features based on feedback
- Performance Metrics:
- Success of CSMs and/or Associate CSMs under their management
- Customer health and retention within their own BoB as well as in the BoBs of team members
- Revenue growth (through upsells and renewals) within their own BoB as well as in the BoBs of team members
- Team customer satisfaction, measured through PL Surveys, CSAT and NPS scores
Our take
In today's labor market, around 6 million Americans are out of work. Working populations suffer from wage and qualification inequalities, particularly among women, low-income families, and people of colour. Transfr was created to bridge the gap between work-based learning and classroom instruction so students can better develop their careers.
It is an immersive learning startup using virtual reality to simulate on-the-job training. Transfr leverages virtual reality to create simulations of manufacturing-plant shop floors or warehouses for training purposes. Transfr's solution has become even more relevant in recent years as an ongoing labour shortage has meant that employees in high-growth industries have to find new ways of reaching and rapidly upskilling promising new talent.
Because of this, virtual reality technologies are growing in popularity among employers and training providers. One of the biggest challenges for Transfr’s technology is the production costs of the VR simulations. However, Transfr is using the significant funding it has raised to reduce its production costs while simultaneously fine-tuning the quality and expanding the range of its simulations.
Freddie
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Sep 2023
$40m
SERIES C
Jun 2022
$35m
SERIES B
Total funding: $88.1m
Company benefits
- Flexible Schedule
- Generous parental leave
- 401(K)
- Health, Dental & Vision
- Promote From Within
- Company Outings
- Company Equity
- Paid Sick Days
Company HQ
Yorkville, New York, NY
Leadership
Founding Board Member of nycTIES. Previously a Senior Operations Analyst at Neuberger Berman. Achieved an MBA from Carnegie Mellon Tepper School of Business. Founded LearnBop.
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