Interim Customer Success Lead

We are seeking an experienced Customer Success Lead to step in as an interim leader and drive customer retention, upsell, and renewal outcomes. The ideal candidate has a proven record of growing accounts, reducing churn, and leading customer success and support teams.

Key Responsibilities

• Lead and mentor the customer success and support teams, ensuring proactive engagement with clients.

• Drive customer retention and revenue growth through renewals, upselling, and cross-selling.

• Develop and implement customer success strategies, processes, and best practices.

• Collaborate with sales and product teams to align customer feedback with company strategy.

• Manage customer health metrics, NPS, and retention KPIs.

• Serve as escalation point for customer issues and ensure a positive resolution.

Qualifications

• 5+ years of experience in Customer Success, Account Management, or Client Services, with at least 2 years in a leadership role.

• Strong track record in capturing retention revenue and driving upsell/renewal performance.

• Experience managing both customer success and customer support teams.

• Excellent communication, leadership, and relationship management skills.

• Strategic thinker with hands-on execution capability.