Lead Customer Success Manager

Lead Customer Success Manager

At ProScore Technologies , we’re transforming the compliance landscape with innovative AI-powered SaaS solutions designed to simplify regulatory challenges for enterprise organizations. As we continue to grow, we’re looking for a Lead Customer Success Manager to join our team and play a pivotal role in building lasting client partnerships while mentoring and leading our Customer Success team.

This senior-level role is ideal for someone who thrives in a fast-paced SaaS environment, loves working with complex clients, and is passionate about helping both customers and teams reach their full potential.

What You’ll Do

Drive Customer Success

• Serve as a trusted advisor, building strong internal and external relationships and aligning product adoption with client business goals.
• Develop client success strategies that maximize ROI, drive adoption, and reduce churn.

Lead & Mentor the Team

• Lead a growing client success managers team focusing on our midsized clients and supervise their day-to-day assignments Responsible for the international eCommerce sales growth and client retention all while balancing world-class client satisfaction results
• Create and improve playbooks, processes, and best practices that scale across the department.
• Manage analytics and reporting to provide more visibility into international business performances and growth opportunities

Champion Client Advocacy

• Conduct executive business reviews with C-suite stakeholders, sharing insights, outcomes, and opportunities for growth.
• Act as an internal stakeholder for product enhancement initiatives vital to key accounts cross border long term success
• Identify expansion opportunities within existing accounts and work closely with Sales to drive revenue growth.

Manage Mid-High Tier Client Accounts

• Serve as a trusted point of contact for customers across onboarding, training, and long-term success
• Track client health metrics and provide actionable insights to internal stakeholders.

What We’re Looking For

• Proven Experience: 7+ years in Customer Success, Account Management, or related roles, with at least 3+ years managing enterprise SaaS clients.
• Leadership Skills: Strong background in managing and mentoring Customer Success teams.
• SaaS Expertise: Deep knowledge of SaaS product adoption, lifecycle management, and enterprise client engagement.
• Executive Presence: Exceptional communication skills with the ability to engage and influence C-suite executives.
• Strategic Thinker: Skilled at driving ROI, developing success plans, and identifying upsell opportunities.
• Technical Acumen: Comfort with SaaS platforms, reporting tools, and troubleshooting client issues.
• Education: Bachelor’s degree preferred; certifications in Customer Success or SaaS-related fields are a plus.
• Act as a subject matter expert for clients in payroll processes or construction industry operations , leveraging industry knowledge to provide tailored solutions.

Why Join ProScore Technologies

• Be part of a fast-growing SaaS company at the forefront of AI-powered compliance solutions.
• Lead and shape a high-impact Customer Success team with direct influence on company strategy.
• Work with enterprise-level clients and build strong relationships with executive decision-makers.
• Collaborate with a talented, innovative team that values client outcomes, teamwork, and growth .
• Competitive compensation, benefits, and opportunities for career advancement.