Client Success Team Lead

Company: Cortavo
Location: Atlanta
Posted on: February 16, 2026

Job Description:

Job Description Job Description Job Overview: The Client Success Team Lead plays a key role in ensuring clients receive exceptional support, proactive engagement, and measurable value from our products and services. This role combines hands-on client success work with team leadership responsibilities, serving as both a mentor to Cortavo Account Managers/Client Success Coordinator and an escalation point for clients. The Team Lead is responsible for guiding day-to-day operations, aligning the team with established processes and KPIs, and fostering a culture of client-first service. By monitoring client health, overseeing business reviews, and ensuring timely communication, the Team Lead helps drive retention, satisfaction, and growth across the client base. This position is ideal for a client success professional who thrives in both leadership and client-facing responsibilities, and who is passionate about helping clients succeed through strong relationships, operational excellence, and proactive problem-solving. This role reports to the Client Success Director. Responsibilities: Aid the Client Success Team to Meet Quotas (the 4 Rs) 90% RETENTION rate 90% RENEWAL rate Minimum 1 customer REFERRAL per month Minimum 1 REVIEW per month 100% CSAT Leadership & Team Management Lead, mentor, and coach the Client Success team to consistently achieve departmental KPIs including retention, renewal, NPS/CSAT, referral/review and upsell metrics. Provide ongoing performance feedback, conduct weekly one-on-ones, and support professional development. Act as a point of escalation for complex or sensitive client issues, ensuring timely resolution. Foster a collaborative, client-first culture within the team and across departments. Client Success Operations Oversee daily operations of the Client Success function, ensuring efficient response and proactive engagement. Define, refine, and enforce Standard Operating Procedures (SOPs) for client communication, renewals, and account health monitoring. Partner with Service Delivery and Projects to ensure smooth handoffs and aligned communication with clients. Partner with Engineering to ensure engineering deliverables are prepped and ready to present to clients. Monitor client health scores, renewal timelines, and escalation trends to identify risks and opportunities. Client Engagement & Retention Become an escalation point for clients and attend calls alongside Account Managers, as needed. Support the team in driving adoption, usage, and value realization across client accounts. Lead renewal and retention efforts, ensuring proactive communication and risk mitigation. Collaborate with Account Managers on upsell/cross-sell opportunities. Advocate for client needs internally, providing feedback to Client Success and Engineering Directors, and Service Delivery Manager, to improve offerings and processes. Reporting & Analytics Track and report on key metrics including client satisfaction, retention, renewal rates, and expansion revenue. Review sales pipeline with Cortavo Account Managers weekly to ensure proper Salesforce adoption is enforced and opportunities are progressed to meet quotas. Use data to identify trends, areas for improvement, and opportunities for increased client engagement. Provide leadership with insights and recommendations to improve overall client experience and team performance. Produce weekly KPI roll-ups to leadership to effectively track department quotas Product Offering Administration/Tools Adoption Maintain a deep understanding of the Cortavo products and services, and collaborate with Account Managers to roll out new products and services as they become available. Keep customer information records current by collecting details about each customer and ensuring this information is updated in systems (e.g. Autotask, Salesforce, etc.). Document client calls, emails, notes, and action items via Salesforce, Slack, Autotask, and Sharepoint. Record critical calls and renewal conversations with customers for record keeping and training purposes. Required Skills & Qualifications Required Experience: Bachelors degree, Business Administration, or related field Minimum 3 years experience in Client Success, Account Management, or related client-facing roles Minimum 1 year experience in a team lead or supervisory capacity Proven ability to manage client escalations and drive positive outcomes Strong leadership, communication, and interpersonal skills Data-driven mindset with the ability to interpret metrics and apply insights Experience working cross-functionally with Service/Support, Engineering, and Projects teams Experience with CRM tools (Salesforce) Proficiency in Microsoft Office Suite & Microsoft Teams Excellent organizational, time management, and multitasking capabilities Preferred Qualifications: Background in IT services, SaaS, or technology-driven organizations Experience with service desk ticketing systems (Autotask) Familiarity with CSAT/feedback tools Recurring revenue, multiyear term contract experience Contract sales experience Estimated Usage of Time 50% - Leadership and Team Management 25% - Client Engagement & Retention 25% - Renewal Management Work Environment Competitive salary, as well as employer, contributed health benefits Hybrid work schedule 401k contribution Access to a Company cell phone plan A seat on an energetic team that collaborates and pushes each other to be better A fast-paced but cooperative environment with endless potential for growth Celebration events for team and Company successes throughout the year

Keywords: Cortavo, Columbus , Client Success Team Lead, Sales , Atlanta, Georgia