Team Leader - Customer Success Department

About dopay
dopay is transforming payroll and financial inclusion in emerging markets, with Egypt as our first market. We provide digital payroll solutions that empower cash-based employees with secure and accessible financial services. Join our dynamic team dedicated to creating positive impact and financial inclusion for SMEs and their workforce.

Role Overview

As a Team Leader in the Customer Success department, you will be responsible for overseeing a team of Customer Success Managers (CSMs) and ensuring the overall success of our clients. You will play a crucial role in driving customer satisfaction, retention, and ensuring the seamless delivery of services. The Team Leader will also work closely with other teams such as Sales and Marketing teams to align customer feedback and develop strategies for long-term success.

Responsibilities

• Leadership & Management:
• Lead and manage a team of Customer Success Managers (CSMs), providing guidance, support, and fostering a positive team culture.
• Set clear performance expectations and regularly evaluate team performance.
• Conduct regular one-on-ones, coaching sessions, and team meetings to drive team development and engagement.
• Support CSMs in managing their individual customer portfolios, including high-priority or at-risk accounts.
  
• Customer Relationship Management:
• Work with the team to proactively build and maintain strong relationships with key customer accounts.
• Oversee the successful onboarding of new customers, ensuring they are set up for long-term success.
• Identify opportunities for account growth and coordinate upselling or cross-selling additional services such as EWA and Credit Cards.
  
• Customer Retention & Satisfaction:
• Ensure that customer issues and escalations are handled effectively and in a timely manner.
• Work to improve customer retention through regular check-ins, problem-solving, and anticipating customer needs.
• Monitor customer health scores and proactively address potential churn risks.
  
• Process Improvement:
• Develop and implement best practices and processes to optimize the efficiency and effectiveness of the Customer Success team.
• Provide feedback to the Product and Development teams based on customer insights and issues.
• Create comprehensive training materials and resources for the Customer Success team to ensure they are equipped with the knowledge and skills necessary to excel in their roles.
  
• Collaboration & Reporting:
• Collaborate with other departments (Sales, Marketing, and Product) to ensure the delivery of a cohesive and positive customer experience.
• Prepare regular reports on team performance, customer satisfaction, and retention metrics for senior leadership.

• Drive the team’s use of customer success software/tools, ensuring data accuracy and streamlined communication.