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Our client is seeking a proactive and highly organized Lead Customer Success Manager to join their team in Orlando, Florida . This role will be instrumental in fostering strong, long-term relationships with our valued clients, ensuring they maximize the value derived from our products and services. You will be responsible for leading a team of Customer Success Managers, setting strategic goals, and driving key customer retention and growth initiatives. This involves developing and implementing best practices for onboarding, adoption, and ongoing engagement. The ideal candidate will possess a deep understanding of customer relationship management, account management, and SaaS environments. You will work closely with clients to understand their business objectives, identify potential challenges, and proactively offer solutions. A significant part of your role will involve analyzing customer data to identify trends, opportunities for upsell/cross-sell, and areas where customers may be at risk of churn. You will also serve as the voice of the customer internally, collaborating with product, sales, and support teams to advocate for customer needs and improvements. Strong leadership skills are essential, as you will mentor and guide your team to achieve individual and collective success. Excellent communication, problem-solving, and interpersonal skills are paramount. If you are passionate about delivering exceptional customer experiences and have a proven ability to lead a team in a dynamic environment, we encourage you to apply. Responsibilities: Lead and mentor a team of Customer Success Managers. Develop and execute strategies to drive customer retention and satisfaction. Oversee the client onboarding and adoption processes. Build and maintain strong relationships with key client stakeholders. Analyze customer usage data to identify trends and opportunities. Proactively identify and address potential customer issues and risks. Drive upsell and cross-sell opportunities within existing accounts. Serve as the primary point of contact for escalations and critical client needs. Collaborate with internal teams (Sales, Product, Support) to ensure customer success. Develop and deliver customer success playbooks and best practices. Track and report on key customer success metrics (e.g., NPS, churn rate, adoption). Champion the voice of the customer within the organization. Qualifications: Bachelor's degree in Business, Marketing, or a related field. 5+ years of experience in Customer Success, Account Management, or a related client-facing role. 2+ years of experience in a leadership or management position. Proven track record of successfully managing a portfolio of enterprise clients. Deep understanding of SaaS business models and customer lifecycle. Excellent leadership, coaching, and team-building skills. Strong analytical and problem-solving abilities. Exceptional communication, presentation, and interpersonal skills. Proficiency with CRM and Customer Success platforms (e.g., Salesforce, Gainsight). Ability to thrive in a fast-paced, dynamic environment.