We are looking for an engaged and experienced Team Lead for our Customer Success Management (CSM) team. In this role, you will be responsible for leading and developing a team of CSMs with a focus on revenue growth, license renewals, and customer retention. You excel in a data-driven approach, demonstrate empathy in dealing with your team and customers, and possess outstanding communication skills. Additionally, you are resilient and able to guide your team through stressful situations with confidence and focus.

• Leadership and Development: Independently manage and develop a team of CSMs to ensure team goals are met and exceeded.

• Product Utilization Strategies: Develop strategies, ideas, and proposals to increase product adoption and usage.

• Customer Satisfaction and Retention: Create strategies and ideas to enhance and maintain retention rates and overall customer satisfaction.

• CSM Development: Identify training and development needs for team members to continuously improve their skills.

• Escalation Management: Proactively identify and address potential escalations to resolve customer issues quickly and effectively.

• Process Optimization: Develop and implement strategies and processes to make CSM tasks more efficient and straightforward.

• Interdisciplinary Collaboration: Promote and enhance collaboration with other departments to ensure a seamless customer experience.

• A degree in Business Administration, Marketing, or a comparable qualification.

• Several years of professional experience in Customer Success Management or a similar role.

• Good knowledge of Mapp's solutions and services (Customer Data Platform, Marketing Automation, Email Marketing, Mobile Marketing, Web Personalization, etc.) is essential for this position. Please note that these skills can be learned, and support is available.

• Strong leadership and communication skills.

• High customer orientation and experience in handling escalations.

• Analytical thinking and the ability to optimize processes.

• Teamwork skills and the ability to work cross-departmentally.