TTECdigital is hiring a Client Success Team Lead to play a dual role: 50% team leadership and 50% hands-on client success management. You will lead, coach, and develop a team while directly managing a portfolio of clients to ensure seamless delivery, satisfaction, and measurable outcomes.
What You'll Do
- Lead, coach, and develop a team of Client Success Managers supporting low-touch/tech-touch accounts.
- Partner with leadership and HR to identify headcount needs, recruit talent, participate in interviewing, and assist in onboarding.
- Set clear goals, conduct regular 1:1s and performance reviews, identify skill gaps, design training plans, and recognize high performers.
- Document and refine playbooks and workflows, implement scalable tools and processes, and identify process improvements.
- Foster a collaborative, high-performance team culture, promote knowledge-sharing, and act as an escalation point.
- Track and report on team KPIs (retention, usage, escalations, NPS) and use data to identify trends for improving client outcomes.
- Directly manage a portfolio of low-touch/tech-touch clients to ensure seamless delivery, satisfaction, and measurable outcomes.
- Ensure proactive communication using scalable outreach and monitor client health metrics.
- Own the resolution of client-reported satisfaction issues and coordinate escalations with internal teams.
- Identify and route qualified expansion opportunities to Sales or Account Executives.
- Track client usage metrics and health scores, trigger automated outreach, and guide customers toward high-value features.
- Host webinars for product updates and training, create knowledge base content, and offer office hours or chat support.
- Use CRM, analytics, and automation tools to manage client portfolios at scale and maintain accurate records.
What We're Looking For
- 4–6 years in Client Success, Account Management, or related roles.
- At least 1 year in a team lead, supervisory, or mentoring capacity.
- Proven leadership skills with the ability to coach while managing your own book of business.
- Ability to scale client success operations using automation and analytics.
- Experience in handling complex issue resolution and escalation management.
Nice to Have
- Experience preferably in SaaS, technology, or consulting environments.
- Understanding of contact center operations, CRM platforms, AI solutions, or analytics.
Technical Stack
- CRM
- Analytics tools
- Automation tools
Team & Environment
You will lead a team of Client Success Managers. We foster a collaborative, high-performance team culture aligned to our values and are committed to expanding a diverse and inclusive workforce.
Work Mode
This is a global position.
TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability.
