[ELM] Customer Success Team Lead

JOB OVERVIEW

The Customer Success Team Lead (Assistant Manager) is responsible for leading the end-to-end- customer lifecycle for Learning Technologies solutions delivered by eLearningMinds as an authorized reseller/tech enabler. The role drives adoption, retention, and ARR by aligning solutions to customer business goals, standardizing CS processes, and ensuring seamless implementations and value realization. This leader coordinates tightly with Sales Operations (for upsell/ cross sell- motions and forecasting) and Marketing Operations (to feed insights that improve campaign targeting and enablement content), while coaching a small CS team to execute consistently.

KEY RESPONSIBILITIES AND DUTIES

1. Own customer outcomes – Translate customer business goals into success plans, run executive reviews (QBR/EBR), and deliver measurable adoption, retention, and ARR growth across the Learning Technologies portfolio.
2. Lead the Customer Success process – Build and run repeatable playbooks across onboarding, adoption, value realisation, renewal, and expansion; set SLAs, cadences, and standards for documentation and customer communications.
3. Implementation excellence – Coordinate discovery, configuration, integrations (e.g., identity/HRIS), content migration/enablement, training, and go-live to achieve predictable time-to-value and smooth handoffs (Sales → Implementation → CS → Support).
4. Health scoring & risk management – Define telemetry (usage, adoption milestones, support trends), maintain account health dashboards, and run proactive risk/expansion plays with clear escalation paths.
5. Revenue operations alignment – Maintain clean renewal pipelines and forecasts; deliver structured upsell/cross-sell opportunities to Sales Ops; provide actionable usage and persona insights to Marketing Ops to sharpen campaigns and nurture programs.
6. Team leadership & continuous improvement – Hire/onboard and coach CS executives, manage capacity, develop internal knowledge bases and customer academies, and drive continuous process optimisation.

CORE COMPETENCIES REQUIRED

1. Customer Advocacy & Executive Communication – Connects solution capabilities to business outcomes, clear storytelling and expectation management.
2. CS Process & Implementation Mastery – Designs/run end-to-end CS motions and implementation projects with strong program management.
3. Data Driven Operations – Interprets telemetry and financials to priorities actions, disciplined forecasting and pipeline hygiene.
4. Commercial Acumen (ARR/Retention/Expansion) – Understands subscription economics and negotiation levers for renewals and growth.
5. Collaboration & Facilitation – Orchestrates cross functional work with Sales Ops, Marketing Ops, Product/Tech, and Support.

QUALIFICATIONS OR REQUIREMENTS

1. 2–3 years in Customer Success/Account Management within SaaS or Learning Technologies, with hands on leadership of CS processes and implementations (team lead or project lead exposure is ideal).
2. Demonstrated track record driving renewals, upsells, and ARR; comfortable with targets and forecasting.
3. Experience running implementations (discovery, configuration, integrations, training, golive) and managing change with customer stakeholders (admins, creators, learners, executives).
4. Proficiency with CRM, ticketing, and analytics tools; strong spreadsheet/reporting skills and QBRready presentation.
5. Strong stakeholder management and escalation handling; structured problem solver with a calm, customerfirst approach.
6. Excellent written and spoken English; Bahasa Malaysia is an advantage.