Mid-Market & SMB Customer Success Lead

Customer Success Strategy:

• Build and maintain scalable touchpoint sequences, including check-ins and usage nudges, to keep the portfolio engaged efficiently.
• Partner with the Support Lead to identify recurring ticket themes that indicate gaps in product or process.

Performance and Growth:

• Monitor account health signals such as volume trends and login activity, proactively reaching out to at-risk or dormant accounts.
• Identify and act on expansion opportunities through regular account reviews to increase volume, users, or practice areas.

Operational Execution:

• Run efficient, structured onboarding for new customers, ensuring portal walkthroughs and first case submissions within the first 2 weeks.
• Help develop and refine playbooks and tooling that will support a scaled customer success motion in a fast-moving environment.