Customer Success Lead

Lead and support Customer Success Specialists through regular check-ins and coaching

Support hiring, training, and onboarding of new Customer Success Specialists as needed

Review and finalize team deliverables including meeting agendas, launch announcements, case studies, and Help Center articles

Act as a point of escalation for troubleshooting and complex customer questions

Foster a collaborative, supportive, and high-accountability team environment

Oversee the health and performance of the full customer portfolio, including goal-setting and planning

Manage a portfolio of customers as the primary point of contact for meetings, trainings, and ongoing support

Assign new customers to Customer Success Specialists to ensure balanced and logical portfolio coverage

Attend analytics review and key customer meetings as needed

Steward the renewal process across all customers in collaboration with internal teams

Monitor customer trends and lead initiatives such as webinars, shared resources, data analysis, and best-practice development

Monitor and triage the shared support inbox ( support@madewithcircuit.com )

Own Customer Success strategy, KPIs, and quarterly OKRs during the coverage period

Maintain and evolve the Customer Success goals and knowledge base, including: OKRs Project and renewal tracking Customer database

OKRs