3 days ago

Team Lead, Client Success

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Lead a frontline client success team responsible for G2’s refund validation ecosystems. Own the Refund Operations queue and manage high-volume customer and vendor escalations while maintaining strict SLA timelines. Coach Client Success Specialists to improve throughput using modern tooling, structured replies, and AI utilities. Partner with Sales, Finance, and Revenue Operations to resolve credit accounting issues and maintain dashboards that ensure reporting accuracy and data integrity.

Location: Gurugram

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Own the Refund Operations queue, handling high-volume customer and vendor escalations while meeting SLA expectations (24-hour initial responses and 48-hour updates).
•Identify product and process bottlenecks early by tracking recurring lead quality trends and feeding insights into leadership planning.
•Coach and develop Client Success Specialists to improve daily throughput using modern tooling, structured saved replies, and AI-driven utilities.
•Run operational 1:1 syncs, inspect team data, and build a high-performance culture based on PEAK values and clear expectations.
•Partner with Sales, Finance, and Revenue Operations to resolve credit accounting loops and maintain dashboards as a source of truth using backend logs for reporting.

Key Requirements

•6+ years of experience in operations, customer support, or financial logistics, including managing complex client escalation frameworks.
•1+ years of experience in a leadership capacity with active coaching or workflow guidance.
•Deep familiarity with ticketing and tracking tools including Freshdesk, Zendesk, Salesforce, and Jira.
•Track record of accurate data verification, including catching reporting anomalies before executive escalation.
•Strong problem-solving and analytical skills to diagnose workflow/tool issues and produce actionable dashboard reporting.

Experience:6+ yearsB2B SaaSSoftware marketplaceDigital lead generation

Skills:LeadershipCoachingProblem-solvingCommunication

Tech Stack:FreshdeskZendeskSalesforceJira

Company Brief

Operates the world’s largest B2B software marketplace that collects and publishes user reviews to help organizations discover, evaluate, and manage software purchases and vendor reputation.

Industry: Online Marketplaces

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series D

Headquarters: Chicago, United States

Founded: 2012

Glassdoor: 3.7

Website LinkedIn Glassdoor

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