Customer Success Team Lead

About Us

Founded in 2015 in Athens, Greece, Welcome redefines the way people travel by going above and beyond the commoditized transfer service and being the first company to deliver a complete, personalised, in-destination travel experience. From the moment a traveler arrives at a new destination, until their return journey home, Welcome accommodates all their travel needs, including transfers, sightseeing trips, and local information, in the easiest, friendliest, and most personalised way possible. Welcome's drivers are experts in the area and share their local know-how to make travellers feel at home wherever they are. The company has also introduced contactless rides, thorough cleaning protocols, and protective equipment to make every journey safe.

Being a travel tech startup, Welcome continues to grow and scale its operations and is quickly becoming a global category leader for in-destination travel services.

One of the highest-rated global transportation companies with a rating of 4.9/5 stars Expanded from 200 destinations last year to 350, achieving our ambitious 2024 growth target Over 4,000 travel partners including 2,500 hotels, numerous vacation rentals, and travel agents, adding 50+ new ones every month Over 2.5 million happy travellers every year

If you want to dive deeper into the awesomeness of Welcome's culture, click on this link to check our TikTok account.

The Team

We are a group of vibrant, diverse people who love travelling and never settle on quality. Each one of us didn't join Welcome by chance and believes deeply in what Welcome is trying to achieve, so we work relentlessly to make that happen. We challenge common logic, focus on design, put simplicity and usability first, and create memorable experiences. We keep learning and exploring better ways to serve our community and grow personally and professionally in our respective fields. We stay humble along the way, with a "pay it forward" mentality, but with big and bold goals.

As a Customer Success Team Lead, you will play a vital role in ensuring our B2B clients are successfully onboarded, activated, supported, and retained. This role focuses on enhancing customer satisfaction and loyalty, reducing churn, and driving upsell opportunities. The Customer Success Team Lead will lead a team dedicated to providing exceptional service and support, fostering a high level of customer satisfaction and long-term partnerships.

Responsibilities

Onboarding & Activation:

• Lead the onboarding process for new customers to ensure a smooth and effective transition
• Develop and implement onboarding procedures to enhance the customer experience
• Ensure timely activation of new clients to start generating value

Customer Support & Retention:

• Provide ongoing support to customers to address their needs and concerns
• Develop strategies to address any signs of dissatisfaction or risk of churn proactively
• and ensure customer satisfaction
• Implement customer retention programs and initiatives to maintain long-term relationships

Team Leadership & Development:

• Lead and mentor the Customer Success team, providing guidance and support
• Conduct regular performance reviews and provide feedback to team members
• Develop and implement training programs to enhance the team's skills and knowledge

Upsell & Cross-Sell Opportunities:

• Identify and pursue upsell and cross-sell opportunities to maximize revenue from existing clients
• Collaborate with the sales team to develop strategies for expanding customer accounts

Performance Tracking & Reporting:

• Monitor and analyze key performance indicators (KPIs) related to customer success
• Prepare regular reports on customer success metrics and team performance
• Utilize data-driven insights to inform decision-making and improve processes

Customer Feedback & Continuous Improvement:

• Gather and analyze customer feedback to identify areas for improvement
• Implement changes and enhancements based on customer feedback to improve service delivery
• Continuously seek opportunities to improve the customer success processes and contribute to the development of tools and resources
• Having a strong passion for enhancing efficiency through process automation and optimization

Partner Advocacy:

• Act as a voice of the customer within the company, providing feedback to the product development and marketing teams to enhance the customer experience
• Stay updated on product features, industry trends, and best practices to provide customers with relevant insights and recommendations

Requirements

• Minimum 5 years of experience in customer success or a related field, and minimum 2 years of team management experience
• Proven success in developing and executing customer success strategies
• Strong leadership and mentorship skills
• Excellent analytical and communication skills
• Bachelor's degree in Business, Marketing, or a related field. MBA or equivalent preferred
• Proficiency in CRM systems and other sales tools

Benefits

• Vibrant and fresh work environment
• Flexible work-from-home policy
• The tools you need to perform your daily tasks successfully
• L&D personal budget
• Private Insurance Plan
• The unique opportunity to join "the next big thing" at ground level

Interested? If we got you excited and you think you have what it takes to join a young, well-funded, and fast-growing startup, then just hit the "Apply for this job" button!

Summary
Company name: Welcome Pickups
Remote job title: Customer Success Team Lead
Job tags: Customer Success, Leadership, Customer Experience