# Customer Success Lead

**Company:** [Complete](https://hotfix.jobs/companies/complete)
**Location:** Remote
**Role:** Customer Success
**Experience:** 3+ years
**Skills:** Excel, Linear, Notion, Slack, Customer Onboarding, Product Training, Customer Feedback, Upsell Strategies, LinkedIn, Webinars
**Posted:** 2024-12-06

> Leads customer success for midmarket clients using Complete's compensation platform, onboarding users, driving engagement, optimizing retention strategies, and identifying expansion opportunities. Requires 3+ years tech experience and strong relationship-building skills.

## Job Description

## 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

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**Canonical:** https://hotfix.jobs/jobs/353f8232-99f5-4ff7-811a-3be66a696b62