Team Lead, Customer Success Manager (CSM)

Team Lead, Customer Success

About Debbie

Debbie is on a mission to transform the way businesses manage debt collection with a unified, data-driven solution that puts the debtor experience first. As a solution-focused business, we believe our technology is what sets us apart, driving better outcomes for companies and their customers.

Our solution combines state-of-the-art technology with streamlined workflows to optimize every step of the debt collection process. In a space traditionally dominated by legacy systems and rigid processes, Debbie brings a fresh, automated approach that modernizes collections end-to-end. We’re expanding quickly and receiving great feedback from the market, and with a global ambition and a clear roadmap, Debbie is set to lead the way forward.

About the Role

As our Team Lead for Customer Success at Debbie, you’ll be at the forefront of delivering exceptional experiences to our clients and ensuring they get maximum value from our solution. Leading the Customer Success team, you’ll have a major impact on building systems and relationships that empower customers, while working closely with our tech, sales, support, and leadership teams. If you’re passionate about people, processes, and seeing customers succeed, this is the place for you!

What You’ll Be Doing

1. Lead the Customer Success Team:

• Inspire and guide the team to provide proactive, top-notch support and guidance to customers from onboarding through their entire journey.

• Design and implement scalable playbooks and workflows to make the Customer Success team more efficient, impactful, and responsive.

2. Drive Cross-Functional Projects:

• Own critical cross-departmental projects, collaborating with tech, sales, support, and leadership to ensure customers enjoy a seamless experience with our solution.

• Continuously improve processes, adding structure and clarity to tasks and project management across the organization.

3. Manage Customer Relationships:

• Oversee smooth onboarding and implementation for new customers, guiding them through hypercare and initial solution adoption.

• Lead quarterly or semi-annual reviews to identify upsell opportunities, ensuring our solution aligns with customer goals.

• Participate in presales meetings with the sales team to present and demo the Debbie solution, guiding technical discussions to support contract negotiations.

4. Act as the Solution-Customer Connector:

• Bridge the gap between Customer Success and product development by collecting and prioritizing feedback from customers to influence our solution’s evolution.

• Work closely with customers and our internal teams to align on a development roadmap that balances their needs with our strategic goals.

5. Oversee Customer Health and Support:

• Manage our ticketing system to ensure timely, accurate responses, and coordinate with the development team to resolve issues.

• Keep customer health scores high by identifying and addressing risks proactively, fostering loyalty and deepening solution engagement.

6. Provide Technical Guidance:

• Conduct technical presentations during the sales phase, empowering customers to get the most from Debbie.

• Identify customer needs proactively, sharing best practices and optimization strategies to maximize solution value.

7. Support Business Development and Identify Upsells:

• Partner with sales to identify opportunities for additional services, consulting hours, or features that enhance the solution.

• Collaborate closely with customers to uncover new business needs that Debbie’s solution can address.

What We’re Looking For

• Leadership Experience: You’ve led teams, ideally in Customer Success or a similar role at a SaaS company.

• Project Management: You’re a skilled project manager, experienced in process improvement and driving optimization initiatives.

• Communication: Strong communicator who builds solid relationships with internal teams, stakeholders, and customers.

• Tech Savvy: Experience with software demonstrations and consulting on complex solutions.

• Customer Strategy: Proven ability to manage accounts strategically, identifying upsell opportunities.

• Self-Driven: Proactive, organized, and motivated by delivering tangible value to customers and the business.

Success Looks Like

• High-Performance Team: The Customer Success team is empowered, efficient, and structured, providing exceptional onboarding, ongoing support, and seamless customer interactions.

• Customer Satisfaction: Customers meet and exceed their goals with proactive support, resulting in reduced churn and long-term partnerships.

• Effective Cross-Functional Collaboration: Projects run smoothly across teams, creating a seamless experience for customers and driving strong internal alignment.

• Customer-Driven Solution Roadmap: Your insights from customer feedback actively shape our solution’s development, ensuring Debbie stays ahead of market needs.

• Efficient Support: Tickets are handled efficiently, with fast resolution and high health scores, enabling customer visibility and prompt action on key areas.

• Customer Success with Debbie: Customers achieve strong results with Debbie, demonstrated in effective business reviews and upsell opportunities that cement the solution’s role in their strategy.

Why You Should Join Debbie

• Flexible Work: We focus on results, not hours. Be prepared for an exciting, fast-paced environment!

• Influential Role: Join us early, and help shape Debbie’s future as a key team member.

• Awesome Culture: Work with passionate, talented people who care about making a difference in fintech!

Ready to make an impact with Debbie? Apply on The Hub today and join our mission to transform customer success in the debt collection world!