Customer Success Lead

The Customer Success Lead is responsible for ensuring customers achieve maximum value from Keep IT Cool's products and services. The role leads customer onboarding, retention, customer support, and account growth while working closely with Sales, Operations, and Marketing to deliver an exceptional customer experience.

Key Responsibilities

Customer Success Strategy

• Develop and implement customer success strategies that improve retention and loyalty.
• Establish customer service standards and operating procedures.
• Lead and coach the Customer Success team.

Customer Onboarding

• Ensure new customers are successfully onboarded onto Markiti.
• Coordinate customer training and product education.
• Monitor first-order success and early customer adoption.

Customer Retention & Growth

• Reduce customer churn through proactive engagement.
• Increase repeat purchases and customer lifetime value.
• Identify upselling and cross-selling opportunities.
• Conduct regular customer business reviews.

Customer Experience

• Resolve escalated customer issues.
• Measure customer satisfaction through CSAT and NPS.
• Gather customer feedback and recommend service improvements.

Collaboration

• Work closely with Sales to ensure seamless customer handovers.
• Partner with Operations and Dispatch to improve service delivery.
• Collaborate with Marketing on customer engagement campaigns.

Key Performance Indicators (KPIs)

• Customer Retention
• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Repeat Purchase Rate
• Customer Lifetime Value
• Churn Rate
• Upsell Revenue (Basket Size)

Qualifications and Experience

• Bachelor's degree in Business, Marketing, Customer Experience, or a related field.
• Minimum four (4) years' experience in Customer Success, Account Management, or Customer Service.
• Experience in FMCG, logistics, retail, food distribution, or technology is an advantage.