Customer Success Team Lead at Opus

  • Customer Support
  • Fulltime
  • Anywhere (100% Remote) Only
Job Description

About us:
Opus is the world's No.1 Al video clipping tool.
Backed by Lightspeed, DCM, and many other institutional investors, we are building a fully
distributed global team and universal product. We have become one of the world's fastest-
growing Al startups, breaking $4M in annual revenue in just 4months after the launch of our beta.
More information:
Try the product (need VPN to route to the US):

About the role:
We are seeking a highly motivated and experienced Customer Success Team Lead to join us. As the Customer Success Team Lead, you will play a pivotal role in ensuring the success and satisfaction of our valued customers. You will lead a team of Customer Success Representatives and collaborate closely with cross-functional teams to drive customer engagement, retention, and growth.


  1. Lead and mentor a team of Customer Success Representatives, providing guidance and support to ensure excellent customer service and achieve team goals.
  2. Develop and implement customer success strategies, processes, and best practices to enhance customer satisfaction, retention, and overall experience.
  3. Build strong relationships with key customers, understand their needs, and proactively identify opportunities to maximize their success with our video clip solutions.
  4. Collaborate with Engineer, Marketing, and Product teams to align customer success initiatives with business objectives, product enhancements, and upsell/cross-sell opportunities.
  5. Monitor customer success metrics, such as customer satisfaction, retention rates, and upsell revenue, and provide regular reports and insights to management.
  6. Handle escalations and complex customer issues, ensuring prompt resolution and effective communication with customers.
  7. Conduct regular performance evaluations, provide constructive feedback, and identify training needs for team members to foster their professional growth.
  8. Stay updated on industry trends, customer success methodologies, and competitor activities to drive continuous improvement in customer success strategies and processes.
  9. Act as a customer advocate within the company, championing customers' feedback, needs, and requirements to influence product roadmap and improvements.


  1. Bachelor's degree in Business Administration, Marketing, or a related field. Relevant certifications in customer success or equivalent experience are a plus.
  2. Proven experience (3 years) in customer success or account management roles, preferably within the software, SaaS, or video industry.
  3. Strong leadership skills with the ability to inspire and motivate a team towards achieving common goals.
  4. Excellent interpersonal and communication skills, both written and verbal, with the ability to build rapport and establish trust with customers.
  5. Demonstrated track record of driving customer success, retention, and growth, with a customer-centric mindset.
  6. Analytical mindset with the ability to leverage data and metrics to drive insights and make data-driven decisions.
  7. Problem-solving skills and ability to handle customer escalations with professionalism and empathy.
  8. Strong organizational and project management skills to handle multiple priorities and meet deadlines.
  9. Familiarity with customer success platforoms, such as Intercom and Discord.

Join our dynamic team and contribute to the success and satisfaction of our valued customers. Apply now as our Customer Success Team Lead and help shape the future of our video clip company. 

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