Customer Success Specialist

Job Overview

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.

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

• 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.

• 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.

• 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.

• 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

• 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.

• Bachelor’s degree, Business Administration, or related field
• Minimum 3 years experience in Client Success, Account…