Job Details

Position: Customer Success Leader
Location: hybrid; Atlanta, GA

TekStream is looking for a Customer Success (CS) Leader to join our team! The CS Leader will be responsible for post-sale customer value, retention, and growth. They will build and provide strategic direction and oversee a team that ensures that our clients achieve desired outcomes with our services, turning them into loyal advocates and identifying expansion opportunities. This role will bridge the gap between initial sale and long-term revenue through strategic guidance, relationship building, and data-driven insights, impacting renewals, up-sells, and overall brand loyalty.
Core Responsibilities & Focus

• Customer Advocacy: Acts as the "CEO of the customer," deeply understanding their business, goals, and pain points to ensure product adoption and value realization.
• Revenue Growth: Drives expansion (upsells/cross-sells) and prevents churn, directly impacting recurring revenue, especially in subscription models.
• Strategic Advisor: Consults with clients, offering innovative solutions and future-state visioning, not just reactive support.
• Team Leadership: Manages Customer Success Managers (CSMs), focusing on their skills (empathy, product knowledge, data analysis) and ensuring they deliver positive customer experiences.
• Cross-Functional Collaboration: Works closely with Sales, Product, and Operations to ensure a seamless customer journey from prospect to loyal user.

• Business Acumen: Understands customer industries and strategic objectives.
• Data-Driven: Uses data and AI to predict needs, monitor health, and personalize engagement.
• Consultative: Offers strategic advice, even saying "no" when it benefits the customer long-term.
• Relationship Builder: Fosters deep, trusted relationships.

• Turns Customers into Sales Assets: Happy customers become advocates and referral sources.
• Seamless Handoff: Integrates CS early in the sales process to set expectations for post-sale engagement.
• Identifies New Opportunities: Deep customer insight uncovers expansion potential that sales can then pursue.

• 5+ years of experience in Customer Success, Sales of complex technical solutions, ideally in the cybersecurity or cloud managed services space
• Deep understanding of enterprise technology strategy
• Experience developing strategy and implementation of a Customer Success program