Success Team Lead (temporary) 

Overview

This is a full-time remote role for a Success Team Lead at RBP Consulting. The Success Team Lead will be responsible for managing a team of Customer Success Managers, recommending strategies to drive client success, ensuring the smooth implementation of our provided solutions, and monitoring the overall health of high-volume customer accounts.

The Success Team provides clients with knowledge and skills to effectively utilize our CRM products and services, fosters long-term relationships and promotes customer retention for the business. Daily tasks involve client interaction, team leadership and collaboration, data analysis, and the ongoing improvement of training resources and materials.

Responsibilities

• Team Leadership: Lead, mentor, and motivate the sales team, setting clear goals and expectations. Foster a culture of collaboration, performance, and accountability.

• Training Program Development: Develop and implement comprehensive training programs for new and existing clients. Collaborate with product and service teams to ensure training materials align with the latest offerings and features.

• Training Delivery: Ensure your team conducts training sessions through various mediums, including 1:1 meetings, live webinars, e-learning platforms, and recorded or written communication. Tailor training content to meet the specific needs of different client groups and skill levels.

• Training Assessment: Evaluate the effectiveness of training programs through assessments, surveys, and feedback. Make necessary adjustments to enhance program quality based on client adoption and use. 

• Continuous Learning: Stay up-to-date with industry trends, product developments, and best practices to provide relevant and effective training. Collaborate with product teams to incorporate user feedback and evolving needs into training materials.

• Customer Success Support: Work closely with the Customer Success team to identify client challenges and opportunities. Develop and deliver training programs that address common issues, enhance user satisfaction, and maximize the value of our products and services.

• Cross-team Collaboration: Collaborate with other departments, including sales, delivery, and marketing, to ensure cross-functional alignment and coordination on client project timelines. 

• Performance Metrics: Track and report on key performance metrics related to training program success and client satisfaction. Use data to drive improvements in the training process and to ensure that clients achieve their desired outcomes.

• Documentation and Resources: Create and maintain training documentation, manuals, videos, and online resources to support ongoing learning. Ensure that these resources are easily accessible to clients.

Qualifications

• Strong leadership and management skills

• Excellent communication and interpersonal skills

• Ability to effectively collaborate with cross-functional teams

• Analytical and problem-solving skills

• Ability to work independently and remotely

• Proficiency with HubSpot CRM system and service processes

• Experience managing a direct number of customer accounts

• 3-5 years of experience in customer success management or related role

Nice to Have:

• Bachelor's degree in Education, Business, Management, or related fields

• HubSpot Certifications + other industry-related training

• Prior experience in the roofing industry or business consulting is a huge plus

 

*Temporary positions are initially offered for a limited duration, with the potential for the contract to be extended depending on factors such as performance, budget, or organizational needs.

We strive to be transparent around compensation. Actual compensation for this role is based on several factors, including but not limited to job-related skills, qualifications, and experience. In addition to a base salary, this role is also eligible for all employee benefits listed on our careers page. 

Base Salary: $62,000 - $85,000 USD / yr