Customer Success Lead

Overview of PensionBee

PensionBee is a leading online Individual Retirement Account (IRA) provider, making retirement saving straightforward and accessible for as many people as possible. 

PensionBee helps its customers to consolidate old retirement savings accounts, enabling them to easily rollover existing 401(k) plans into a new IRA. PensionBee’s IRA is accessible from our website or mobile app. Customers will receive visibility of their retirement savings and access to our customized retirement planning tools, enabling them to grow their savings and ultimately prepare for retirement confidently.  

Operating in the United Kingdom since 2014, PensionBee administers over $6 billion on behalf of 240,000 customers. PensionBee will now extend its award-winning marketing and technology approach to the United States, seeking to rapidly grow its customer base from its operational headquarters in New York City.

The Customer Success - Lead

As our Customer Success Lead, you will be the champion for our customers, ensuring they have a positive and successful experience with our product. You will play a crucial role in building repeatable and scalable processes, driving adoption, and ultimately, helping our customers have a happy retirement. This is a hands-on role with significant growth potential as our company scales, encompassing both individual contributions and leadership of the customer success team.  You will be responsible for not only delivering exceptional customer experiences but also building and mentoring a high-performing team to do the same.  This includes defining team goals, developing individual career paths, fostering a positive and collaborative work environment, and driving continuous improvement in customer success processes. You will be a key contributor to shaping the future of our customer success organization.

Day-to-Day Responsibilities:

• Proactive Customer Support: Deliver exceptional customer service through phone, email, and live chat platforms. Serve as an escalation point for complex customer issues. Identify and address potential customer pain points proactively, ensuring they are maximizing the value of our platform.
• Team Leadership & Development:
• Hiring: Develop job descriptions, source candidates, conduct interviews, and onboard new Customer Success Representatives.
• Training: Create and deliver comprehensive training programs for new hires, covering product knowledge, customer service skills, and best practices. Develop and maintain training materials and documentation.
• Mentoring & Coaching: Provide ongoing coaching and mentorship to team members, helping them develop their skills and achieve their performance goals. Conduct regular performance reviews and identify opportunities for professional development.
• Team Management: Oversee the day-to-day operations of the customer success team, ensuring efficient workflow and optimal resource allocation. Foster a positive and collaborative team environment. Set clear team goals and track progress. Address performance issues promptly and effectively.
• Process Improvement: Continuously evaluate and improve customer success processes and workflows to maximize efficiency and effectiveness.
• Reporting & Analysis: Track and report on key customer success metrics, identifying areas for improvement and developing strategies to optimize performance.

Feedback Collection & Analysis: Gather customer feedback and relay it to the product team to help improve our platform and customer experience. Contribute to the development of customer-centric features and processes.

What We’re Looking For

• Leadership and coaching experience
• You’ve led teams of at least (4) customer support agents, driving them to consistently meet performance goals and exceed customer expectations.
• You’re hands-on, and you're known for your ability to mentor, inspire, and coach a team 
• Customer service expertise
• You have an extensive background (5+ year) in customer success or customer service roles, giving you deep insight into what exceptional support looks like
• You understand how to deliver a great customer experience at every touchpoint in the customer journey 
• Proficient in using CRM software (e.g., Salesforce) and other customer success / project management tools (e.g. Asana, Google Suite, etc.)
• Excellent communication, feedback, and presentation skills
• You excel at delivering clear, actionable, and motivational feedback.
• You’re concise, empathic, and know how to drive improvement among your team.
• You can give tough, constructive feedback when necessary, while keeping your team motivated and aligned with company goals.
• Proven ability to handle escalations
• You’ve successfully managed customer escalations and resolved high-stakes issues in a timely manner.
• You’re a guru when it comes to maintaining customer satisfaction, even under pressure, with a track record of resolving at least 90% of escalations within company-specified timeframes or SLAs (Service Level Agreements).
• Bachelor's degree preferred 
• Startup experience is a plus

Compensation and Benefits

• $75,000 starting salary and generous benefits package
• Bonus participation is available to all employees
• 33 days of paid time off, including relevant Federal Holidays
• Separate paid sick leave policy 
• 401(k) access with 3% match and immediate vesting
• 100% paid health, dental, vision, and life insurance for employee, as well as long-term disability
• Access to a number of other wellness perks and policies