Customer Success Lead - Q-SYS at Riana Group

The Customer Success Lead is responsible for ensuring clients realize the full value of the company’s solutions post-implementation. This role bridges the gap between technical delivery and client experience, focusing on long-term satisfaction, retention, and account growth.

Key Responsibilities

Client Onboarding & Adoption

• Oversee and coordinate the client onboarding process to ensure a smooth transition from implementation to active use.
• Develop and execute tailored adoption plans to ensure clients are fully utilizing the system’s capabilities.
• Conduct onboarding sessions and ensure training is delivered effectively in collaboration with the training team.

Client Relationship Management

• Serve as the primary post-implementation contact for clients, ensuring their needs are met and expectations exceeded.
• Build strong, trust-based relationships with key client stakeholders.
• Conduct regular check-ins and business reviews to assess satisfaction and identify opportunities for improvement.

Issue Resolution & Support Coordination

• Act as the escalation point for client issues, ensuring swift resolution in collaboration with the support and technical teams.
• Monitor support trends and proactively address recurring issues or pain points.
• Ensure SLAs are met and client concerns are documented and resolved efficiently.

Retention & Growth

• Monitor client health metrics and proactively address risks of churn.
• Identify upsell and cross-sell opportunities in collaboration with Key Account Managers.
• Contribute to renewal strategies and support commercial teams in contract extensions.

Cross-Functional Collaboration

• Work closely with internal teams (Support, Technical, Product, Sales) to ensure a unified and consistent client experience.
• Provide client feedback to the product and development teams to inform roadmap decisions.
• Participate in internal planning and strategy sessions to align customer success goals with business objectives.

Education and Experience

• Bachelor’s degree in Information Technology, Business or related field.
• 3+ years of experience in customer success, account management, or client-facing roles in a tech-driven environment.
• Strong understanding of customer lifecycle management and SaaS/technical solution delivery.
• Excellent interpersonal, communication, and problem-solving skills. Be a natural forward planner, credible and comfortable dealing with company executives.
• Ability to manage multiple client accounts and priorities simultaneously.
• Proficiency in CRM tools and customer success platforms.
• Empathetic, proactive, and results-driven mindset.
• Strong organizational Skills.
• Excellent organizational and presentation skills and ability to work well with teams.
• Integrity, hard work ethic, confident and a good business sense.
• Ability to deal with a rapid paced / multi-tasking environment.