Make an impact in the creators economy and join efforts to become a first-choice creator content & ad platform for e-commerce. 

We are inviting you to join us on this exciting journey!

👋🏻 Hey there!

As the Customer Experience Lead at Insense, you will play a pivotal role in merging our customer success and support functions to deliver unparalleled customer experiences. Your mission will be to ensure seamless onboarding, continuous engagement, and effective support, driving customer satisfaction and advocacy. You will lead a team dedicated to empowering our clients and improving our product based on customer feedback.

📍This role is open to anyone based in Americas Time Zone

⏰You must be available every working day between 9 am and 6 pm EST.

Who we are looking for

Required:

• 4+ years of experience in customer success, customer support, or a similar leadership role, preferably in a SaaS or technology-focused company.

•Strong strategic thinking and problem-solving skills, with the ability to translate customer feedback into actionable insights.
•Excellent communication and team management abilities, with a track record of developing high-performing teams.
•Deep understanding of CRM systems, customer success metrics, and support technologies.
•A customer-first mindset, with a passion for delivering exceptional customer experiences and driving customer advocacy.

Responsibilities

Leadership and Team Management:

•Lead, mentor, and develop a team of customer success and support professionals, ensuring high performance, career growth, and alignment with our company's vision and objectives. 

•Conduct regular 1:1 and team meetings to review performance, address challenges, and discuss strategic initiatives. 

•Ensure the team is leveraging our CRM and other tools efficiently for optimal workflow and data integrity.

 •Interviewing, training and Onboarding new CSM managers  

Strategic Customer Success:

•Oversee the client onboarding process, continuously refining it with industry insights to enhance the customer experience. Constant review of CSM team Onboarding calls and providing feedback. 

•Provides post onboarding insights to the entire company: about client profile, needs and use case 

•Develop success plans for key accounts to drive engagement, marketplace activity, and account growth.

 •Proactively manage customer health scores, identify risk signals, and strategize on mitigation plans to ensure customer retention and satisfaction.

  •Collects Success Stories from Clients so that Creative manager can create/publish case studies

 •Ensures CX Team is focused on growing client accounts and use case expansion, as well as monitoring Quarter projects

 •Develops Communication plans to activate & engage clients, promote use cases & additional services

 •Increases number of Loyal Clients promoting our Loyalty Community (Slack)  

Customer Support Excellence:

•Set up and monitor support SLAs and metrics, ensuring team adherence and high-quality support standards.

 •Oversee the Help / Knowledge Center, regularly updating and improving content based on customer feedback and common queries.

 •Manage and streamline support channels and tech ticketing processes, ensuring swift resolution and regular customer updates.

 •Acts as main POC for escalation of complex issues and assures end-to end resolution 

Product Feedback Loop:

•Serve as a liaison between the Product and Customer Experience teams, facilitating a productive internal feedback loop for feature requests, UX improvements, and bug reports.

 •Analyze customer feedback and support data to inform product development priorities and roadmap planning.

 •Create educational materials and sessions for both clients and internal teams on new product releases and feature updates.

 •Executes Email campaigns to collect product feedback

 •Prepares Client segmentation lists for different company purposes  

Operational Efficiency and Innovation:

•Analyze and optimize customer success and support workflows to enhance efficiency, effectiveness, and customer satisfaction.

 •Implement tools and processes to improve the quality and speed of customer support, including automating repetitive tasks.

 •Collaborate closely with the Creator Team and Client Growth Team to ensure synergy and alignment on client campaigns, creator profiles, and marketplace activity.

 •Researches and creates email sequences to be incorporated into Customer Journey specific touch points (automated) 

Special projects / Partnerships

•Assists communication process for projects such as Meta Creator Commerce, TikTok Shop  

🤝🏻 What we offer

• 💻 Forever remote role
• 📍Work from anywhere
• 💰Salary in USD commensurate with your experience and location
• 🏖 + 15 days off + US holidays
• 🌎 International exposure to global clients and employees in AMER + EMEA
• 🌱 Professional growth opportunities - cultivate your knowledge in influencer marketing, e-commerce, and paid social