Customer Success Lead

Responsibilities

• Build and maintain strong relationships with midmarket customers
• Actively onboard new customers, ensuring they have a seamless experience setting up and using Complete
• Drive customer engagement through regular check-ins, product trainings, and best practices tailored to their needs
• Collaborate with customers to develop strategies that improve employee retention and optimize compensation practices
• Serve as the voice of the customer by providing feedback to product and engineering teams to refine and expand our offerings
• Create and contribute to educational resources, such as webinars, guides, and case studies, to empower customers and build community
• Identify upsell and expansion opportunities by understanding customer pain points and aligning them with Complete's solutions
• Partner with sales and marketing to share insights and support campaigns, especially through LinkedIn and community initiatives

Qualifications

• Proven track record in a customer-facing role, such as Customer Success, Account Management, or a similar position
• 3+ years of experience in the tech industry, preferably at a startup
• Exceptional communication and organizational skills, with a proactive, problem-solving mindset
• Strong ability to manage competing priorities while staying metrics-driven and goal-focused
• Adept at navigating ambiguity and building scalable processes that ensure customer satisfaction

Bonus:

• Experience helping customers adopt new tools or processes
• Entrepreneurial mindset and willingness to take ownership to help the team succeed