As the Customer Success Lead, you will drive quality and innovation in expert advice. You will be leading a team of 8 experts which involves planning schedules, conducting 1:1s, hiring and developing people.
You will be responsible for key indicators (CSAT, Retention, Quality) and their improvement, building processes for onboarding, training and development of the team, scaling the direction and initiating the implementation of new tools, including AI solutions for automation. You will also be implementing new strategies and initiatives to enhance the team's impact on business performance and work cross-functionally with product, marketing, and analytics for deeper integration of expertise into user experience.