[Remote] Customer Success Team Lead

Note: The job is a remote job and is open to candidates in USA. Promenade is a mission-driven company empowering local businesses with products and services that allow them to thrive online and offline. The Customer Success Team Lead will play a pivotal role in delivering value to clients, managing a book of business, and ensuring strong customer retention through effective communication and team collaboration. Responsibilities Take ownership of a book of business, ensuring that all your clients receive the value they expect from Promenade Maintain high retention and build trust and rapport with your book of business Work with our customers to identify their needs, then work with our offshore reps to make sure those needs are met Identify opportunities to streamline processes and improve efficiency within the team Handle support requests from your book of business via email and phone Triaging incoming support issues, accurately diagnosing them, and escalating bugs to the engineering team Acting as an advocate for Promenade’s partners and providing them with outstanding service while resolving issues in a timely and efficient manner Identifying trends and inefficiencies to enhance the support process and improve the user experience Be a product evangelist! Helping partners use our Promenade products to change the way local businesses connect with their community Skills At least 1 year of experience in a Customer Success role where you were responsible for retention of a dedicated book of business Bilingual in Spanish is a big plus Ability to take ownership of a book of business, ensuring that all clients receive the value they expect Maintain high retention and build trust and rapport with your book of business Work with customers to identify their needs and ensure those needs are met Identify opportunities to streamline processes and improve efficiency within the team Handle support requests from your book of business via email and phone Triaging incoming support issues, accurately diagnosing them, and escalating bugs to the engineering team Act as an advocate for Promenade's partners and provide outstanding service while resolving issues in a timely manner Identify trends and inefficiencies to enhance the support process and improve user experience Be a product evangelist, helping partners use Promenade products A natural people person and relationship builder Passionate about serving small businesses and being part of a growing startup Tech savvy and can quickly pick up sales/support tools such as Salesforce, Confluence, and proprietary systems An excellent communicator, both in writing and over the phone Friendly, optimistic, and have a caring demeanor Adept at working well under pressure and with tight deadlines Benefits Equity/Stock options in a profitable and rapidly growing company Great Medical/Dental/Vision coverage Transportation coverage in the form of parking, rideshare, or metro credit Fully stocked snack bar & weekly catered lunches The company provided gear & swag (MacBook Pro, t-shirt, sunglasses, etc.) Company Overview Promenade was founded as a business expansion of a fleet of industry-specific software platforms. It was founded in 2011, and is headquartered in Santa Monica, California, USA, with a workforce of 51-200 employees. Its website is