Customer Success and Support Lead serves as an experienced individual contributor within a team, with the expectation that you will further develop your leadership, guidance, and mentoring skills.
You will be responsible for driving customer engagement and requirements management with minimal oversight.
In this role, you will impact long-term program goals by bridging the gap between technical teams and end-users, ensuring a seamless onboarding journey and robust support ecosystem.
You will utilize strong influential skills to mentor junior staff and drive process improvements across the program.
Own the end-to-end user onboarding process. Define key touchpoints from initial technical discovery to post-onboarding nurturing, ensuring users are supported throughout their lifecycle.

Bachelors degree in a relevant field plus at least 8 years of related experience, or a Masters degree plus 6 years of experience.
Extensive experience in customer-facing roles with a proven ability to engage in regular user outreach and resolve complex issues.
Ability to learn and explain technical concepts related to data warehousing and data analytics to non-technical users.
Demonstrated "growth mindset" with experience identifying friction points and implementing more efficient workflows.
Proven ability to manage multiple high-priority efforts simultaneously, including platform management, onboarding, and recurring program events.
Extensive experience with industry standards, requirements management tools, and support ticket platforms.

Customer Success Lead

Key skills