Team Lead Customer Success

At Gorilla, we’re not just watching the world change—we’re making it happen! 🌍⚡ We provide cutting-edge data services to energy companies, helping them tackle climate change while keeping the lights on. As a B2B SaaS scale-up, we’re here to make a big impact and have some fun along the way.

Mission

As the Team Lead for our Customer Success team, you will spearhead efforts to deliver exceptional value and ensure our enterprise customers achieve their goals. Your leadership will drive strategic relationships, enhance customer satisfaction, and foster continuous improvement in our services and processes.

Key Outcomes

- Consistent Proactive Customer Experience

• Implement and Refine Processes: Develop and optimize processes for proactive, consistent customer interactions.
• Optimize KPIs: Monitor and improve key performance indicators such as Time-to-Value, Net Revenue Retention (NRR), and Customer Satisfaction.
• Customer Feedback Loops: Establish robust feedback loops to anticipate and address customer needs effectively.

- Drive Team Growth and Individual Performance

• Team Development: Conduct one-on-one sessions to provide coaching and develop personalized growth plans.
• Strategic Hiring: Hire and onboard new team members aligned with company values and goals.
• Foster Culture: Promote a culture of continuous improvement and high performance within the team.

- Create a Customer Community

• Community Plan Execution: Develop and execute a community creation plan to engage and connect customers.
• Event Organization: Organize events, webinars, and forums to build a strong customer network.
• Facilitate Knowledge Sharing: Enable seamless knowledge sharing and peer support among customers.

Key Competencies

-Customer Success Expertise

• Deep understanding of customer success principles and best practices for driving customer satisfaction and retention.
• Proven track record managing high-touch, high-value enterprise customers.
• Ability to implement and refine customer success processes for better efficiency and effectiveness.

- Analytical Skills

• Strong ability to analyze customer data and KPIs to inform strategies and actions.
• Aptitude for identifying root causes of customer issues and developing effective solutions.

- Communication Skills

• Exceptional verbal and written communication skills to articulate strategies and feedback clearly.
• Ability to manage and resolve conflicts with customers and within the team constructively.

- Technical Proficiency

• Proficiency with relevant CRM systems (e.g., Salesforce, HubSpot) and customer success tools (e.g., Gainsight, Totango).
• Deep understanding of the company’s products and how they meet customer needs.

- Project Management

• Strong organizational and project management skills to handle multiple tasks and projects simultaneously.
• Ability to plan, execute, and monitor projects to successful completion, ensuring timely delivery of customer success initiatives.

What's in it for you

• Impactful Work: Be part of a mission-driven company making a real impact on the energy industry
• Growth Opportunities: As Gorilla grows rapidly, so will you. 🌱
• Supportive Culture: Join a team that values continuous learning, open communication, and personal development. ❤️
• Competitive Compensation: Enjoy a clear and no-nonsense remuneration approach, aligned with our feedback culture and personal development goals. 💰

How to Apply

If you’re a highly motivated individual with a passion for customer success and a desire to lead a dynamic team, we want to hear from you! Apply now to join our journey towards making a significant impact on the energy industry and driving customer success. 🚀