Client Success Team Lead

Client Success Team Lead

The Client Success Team Lead plays a key role in ensuring clients receive exceptional support, proactive engagement, and measurable value from our products and services. This role combines hands-on client success work with team leadership responsibilities, serving as both a mentor to Cortavo Account Managers/Client Success Coordinator and an escalation point for clients.

The Team Lead is responsible for guiding day-to-day operations, aligning the team with established processes and KPIs, and fostering a culture of client-first service. By monitoring client health, overseeing business reviews, and ensuring timely communication, the Team Lead helps drive retention, satisfaction, and growth across the client base.

This position is ideal for a client success professional who thrives in both leadership and client-facing responsibilities, and who is passionate about helping clients succeed through strong relationships, operational excellence, and proactive problem-solving.

This role reports to the Client Success Director.

Responsibilities

Aid the Client Success Team to Meet Quotas ("the 4 R's")

• 90% RETENTION rate
• 90% RENEWAL rate
• Minimum 1 customer REFERRAL per month
• Minimum 1 REVIEW per month
• 100% CSAT

Leadership & Team Management

• Lead, mentor, and coach the Client Success team to consistently achieve departmental KPIs including retention, renewal, NPS/CSAT, referral/review and upsell metrics.
• Provide ongoing performance feedback, conduct weekly one-on-ones, and support professional development.
• Act as a point of escalation for complex or sensitive client issues, ensuring timely resolution.
• Foster a collaborative, client-first culture within the team and across departments.

Client Success Operations

• Oversee daily operations of the Client Success function, ensuring efficient response and proactive engagement.
• Define, refine, and enforce Standard Operating Procedures (SOPs) for client communication, renewals, and account health monitoring.
• Partner with Service Delivery and Projects to ensure smooth handoffs and aligned communication with clients.
• Partner with Engineering to ensure engineering deliverables are prepped and ready to present to clients.
• Monitor client health scores, renewal timelines, and escalation trends to identify risks and opportunities.

Client Engagement & Retention

• Become an escalation point for clients and attend calls alongside Account Managers, as needed.
• Support the team in driving adoption, usage, and value realization across client accounts.
• Lead renewal and retention efforts, ensuring proactive communication and risk mitigation.
• Collaborate with Account Managers on upsell/cross-sell opportunities.
• Advocate for client needs internally, providing feedback to Client Success and Engineering Directors, and Service Delivery Manager, to improve offerings and processes.

Reporting & Analytics

• Track and report on key metrics including client satisfaction, retention, renewal rates, and expansion revenue.
• Review sales pipeline with Cortavo Account Managers weekly to ensure proper Salesforce adoption is enforced and opportunities are progressed to meet quotas.
• Use data to identify trends, areas for improvement, and opportunities for increased client engagement.
• Provide leadership with insights and recommendations to improve overall client experience and team performance.
• Produce weekly KPI roll-ups to leadership to effectively track department quotas

Product Offering + Administration/Tools Adoption

• Maintain a deep understanding of the Cortavo products and services, and collaborate with Account Managers to roll out new products and services as they become available.
• Keep customer information records current by collecting details about each customer and ensuring this information is updated in systems (e.g. Autotask, Salesforce, etc.).
• Document client calls, emails, notes, and action items via Salesforce, Slack, Autotask, and Sharepoint.
• Record critical calls and renewal conversations with customers for record keeping and training purposes.

Required Skills & Qualifications

Required Experience:

• Bachelor's degree, Business Administration, or related field
• Minimum 3 years experience in Client Success, Account Management, or related client-facing roles
• Minimum 1 year experience in a team lead or supervisory capacity
• Proven ability to manage client escalations and drive positive outcomes
• Strong leadership, communication, and interpersonal skills
• Data-driven mindset with the ability to interpret metrics and apply insights
• Experience working cross-functionally with Service/Support, Engineering, and Projects teams
• Experience with CRM tools (Salesforce)
• Proficiency in Microsoft Office Suite & Microsoft Teams
• Excellent organizational, time management, and multitasking capabilities

Preferred Qualifications:

• Background in IT services, SaaS, or technology-driven organizations
• Experience with service desk ticketing systems (Autotask)
• Familiarity with CSAT/feedback tools
• Recurring revenue, multiyear term contract experience
• Contract sales experience

Estimated Usage of Time:

• 50% - Leadership and Team Management
• 25% - Client Engagement & Retention
• 25% - Renewal Management

Work Environment:

• Competitive salary, as well as employer, contributed health benefits
• Unlimited paid time off
• Atlanta, GA office location
• Access to a Company cell phone plan
• A seat on an energetic team that collaborates and pushes each other to be better
• A fast-paced but cooperative environment with endless potential for growth
• Celebration events for team and Company successes throughout the year

Somos un empleador con igualdad de oportunidades y todos los candidatos calificados recibirán consideración por el empleo sin distinción de raza, color, religión, sexo, origen nacional, estado de discapacidad, estado de veterano protegido o cualquier otra característica protegida por la ley.

Cortavo is the ideal, worry-free managed IT service solution that keeps your IT running, eliminates downtime and drastically reduces cost. Cortavo not only delivers exceptional IT services, but also provides forward-thinking strategic planning, consulting and the support you need to optimize your technology infrastructure. Our solution reduces the costs associated with running your business and enables investment in new technologies that foster business growth and productivity. Let Cortavo fully manage your IT infrastructure from your hardware, software, communications and support!