Cortavo, Inc. · 2 days ago
Client Success Team Lead
Atlanta Metro
Full-time
Onsite
Mid, Senior Level
3+ years expCortavo, Inc. is focused on delivering exceptional client support and engagement, and they are seeking a Client Success Team Lead to enhance their client success initiatives. This role involves both leadership of the Client Success team and direct client engagement, ensuring that clients receive valuable support and that the team meets key performance metrics.
Information Technology & Services
Hiring Manager
Shirin M
Responsibilities
Aid the Client Success Team to Meet Quotas (“the 4 R’s”)
90% RETENTION rate
90% RENEWAL rate
Minimum 1 customer REFERRAL per month
Minimum 1 REVIEW per month
100% CSAT
Lead, mentor, and coach the Client Success team to consistently achieve departmental KPIs including retention, renewal, NPS/CSAT, referral/review and upsell metrics
Provide ongoing performance feedback, conduct weekly one-on-ones, and support professional development
Act as a point of escalation for complex or sensitive client issues, ensuring timely resolution
Foster a collaborative, client-first culture within the team and across departments
Oversee daily operations of the Client Success function, ensuring efficient response and proactive engagement
Define, refine, and enforce Standard Operating Procedures (SOPs) for client communication, renewals, and account health monitoring
Partner with Service Delivery and Projects to ensure smooth handoffs and aligned communication with clients
Partner with Engineering to ensure engineering deliverables are prepped and ready to present to clients
Monitor client health scores, renewal timelines, and escalation trends to identify risks and opportunities
Become an escalation point for clients and attend calls alongside Account Managers, as needed
Support the team in driving adoption, usage, and value realization across client accounts
Lead renewal and retention efforts, ensuring proactive communication and risk mitigation
Collaborate with Account Managers on upsell/cross-sell opportunities
Advocate for client needs internally, providing feedback to Client Success and Engineering Directors, and Service Delivery Manager, to improve offerings and processes
Track and report on key metrics including client satisfaction, retention, renewal rates, and expansion revenue
Review sales pipeline with Cortavo Account Managers weekly to ensure proper Salesforce adoption is enforced and opportunities are progressed to meet quotas
Use data to identify trends, areas for improvement, and opportunities for increased client engagement
Provide leadership with insights and recommendations to improve overall client experience and team performance
Produce weekly KPI roll-ups to leadership to effectively track department quotas
Maintain a deep understanding of the Cortavo products and services, and collaborate with Account Managers to roll out new products and services as they become available
Keep customer information records current by collecting details about each customer and ensuring this information is updated in systems (e.g. Autotask, Salesforce, etc.)
Document client calls, emails, notes, and action items via Salesforce, Slack, Autotask, and Sharepoint
Record critical calls and renewal conversations with customers for record keeping and training purposes
Qualification
Required
Bachelor's degree, Business Administration, or related field
Minimum 3 years experience in Client Success, Account Management, or related client-facing roles
Minimum 1 year experience in a team lead or supervisory capacity
Proven ability to manage client escalations and drive positive outcomes
Strong leadership, communication, and interpersonal skills
Data-driven mindset with the ability to interpret metrics and apply insights
Experience working cross-functionally with Service/Support, Engineering, and Projects teams
Experience with CRM tools (Salesforce)
Proficiency in Microsoft Office Suite & Microsoft Teams
Excellent organizational, time management, and multitasking capabilities
Preferred
Background in IT services, SaaS, or technology-driven organizations
Experience with service desk ticketing systems (Autotask)
Familiarity with CSAT/feedback tools
Recurring revenue, multiyear term contract experience
Contract sales experience
Benefits
Competitive salary, as well as employer, contributed health benefits
Unlimited paid time off
Access to a Company cell phone plan
Celebration events for team and Company successes throughout the year
Company
Cortavo, Inc.
Cortavo is a managed IT services provider built for growing small and mid-sized organizations that need a simpler, more reliable way to manage their technology.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase