Digital Customer Success Lead

Job Description

Ad Talent Africa is seeking a Digital Customer Success Lead to coach and lead customer success and support teams, develop playbooks, optimise customer journeys, and improve retention while driving team performance.

Requirements

• 3+ years experience in customer success
• 3+ years experience leading CS or support teams (5+ preferred)
• Proficiency in Excel/Google Sheets
• Basic QSL knowledge (plus)
• Experience in customer journey mapping
• Experience developing playbooks and SOPs
• Confidence in role-playing and hands-on training
• Located within ±3 hours of Central European Time (CET)
• Strong communication and proactive work ethic

Responsibilities

• Coach and mentor customer success and support teams
• Develop and implement playbooks for consistency and performance
• Map and optimise the full customer journey
• Create onboarding processes with clear time-to-value targets
• Set and track KPIs for customer success and support
• Run role-playing sessions to improve communication and problem-solving
• Introduce systems to reduce churn and improve satisfaction
• Lead hands-on while team grows