Client Success Team Lead

Founded in 1986, KPA is a leading provider of Workforce Compliance software and consulting services. We succeed if our clients can send their employees home at night, having not experienced a workplace accident or injury. The combination of software, consulting, and training helps clients identify, remedy, and prevent workplace safety and compliance problems so they can focus on what’s important – their core business.    Help us help keep people safe and businesses working efficiently. Named as one of Built In Colorado’s Best Places to Work for five years in a row, KPA is made up of talented individuals working together for the greater good. We’re here to help our clients build safe, thriving organizations, and we’re looking for people with a common goal to help us do it. 

Position Description: Reporting to the Client Success Team Manager, the Client Success Team Lead is responsible for hiring, coaching and managing a team of Associate Client Success Managers to drive client outcomes and engage and renew KPA’s client base. You will help the team develop their skills, look for areas of opportunity to improve our processes, and ensure a positive client experience for our KPA clients.  The Client Success Team Lead will ensure a high performing culture and lead the team to achieve all goals and success metrics, both business impact (retention) and customer impact (NPS; CSAT scores). The Client Success team is a growing organization at KPA and vital to the success of KPA.    

Key Responsibilities:

• Recruit, train and develop a team of early-career Client Success professionals.
• Create a tight and collaborative team culture with the client firmly at the center.
• Drive high levels of ongoing client satisfaction and product adoption through on-going team coaching and development.
• Ensure Associate Client Success Managers are trained and skilled to deliver an exceptional client experience.
• Manage team to retention and customer satisfaction goals.
• Collaborate with Sales, Customer Service, Product and the Field Services teams to maximize customer success and account growth.
• Serve as a key internal escalation point for client issues.
• Represent the voice of the customer and champions client causes across the organization.
• Work with the Director of Client Success to define a repeatable client success process to improve client experience and team efficiency.
• Partner with marketing to build out scalable ways to proactively engage customers.   Success Criteria:
• Great listener, strong communicator, as well as a curious and creative problem solver.
• Dedication to providing an exceptional client experience.
• Strong team player who emphasizes team success over individual success
• Extremely dynamic personality with an effective style of communication.
• Ability to prosper and self-motivate in a fast-paced, self-directed, entrepreneurial environment.
• Excellent organization and time management skills.
• Active listening, speaking, and writing skills.
• Demonstrates KPA’s core values.
• A positive attitude, we are looking for people who are motivated by helping others.

Job Qualifications:

• 3+ years of account management, Client/Customer Success, or customer adoption experience, with a focus on revenue retention and renewals within an existing client base. Experience at a SaaS company is a bonus.
• Ability to effectively communicate goals and expectations with subordinates, leading in accordance with our core values - Integrity, Helpfulness, Excellence, Agile, Respect, and Teamwork.
• Coaching mindset: ability to identify strengths and weaknesses of your team in order to get the best out of each individual
• Work with leadership to develop and improve the Client Success organization with a metrics-driven approach

Physical Requirements:

• Working on a computer, typing, and viewing a screen - all of the time
• Stationary sitting or standing - all of the time
• Communicating verbally, hearing, and listening - most of the time