The Customer Success Lead is responsible for driving operational excellence by managing a team of Customer Success Specialists (CSS) and ensuring the seamless delivery of client programs. This role blends people leadership with process optimization, requiring the Lead to bridge the gap between internal clinical/support teams and the client’s care delivery needs. You will be the primary driver of team accountability, client satisfaction, and the continuous refinement of technical workflows to ensure high-quality patient journeys.
- Directly manage, support, and mentor a team of Customer Success Specialists, including but not limited to monitoring attendance and daily performance; facilitating onboarding and ongoing training; providing regular coaching and feedback; distributing and prioritizing workload; addressing team concerns and issues; and reporting on individual and team performance, outcomes, and progress.
- Hold CSS accountable for established performance standards and team-based metrics, and be measured on the achievement of those metrics.




- Partner and collaborate with all internal and client-facing teams to ensure a seamless, consistent, and high-quality patient journey.
- Organize, prioritize, and manage workload effectively while maintaining punctuality and preparedness for all scheduled meetings and deliverables.
- Demonstrate strong organizational skills, self-motivation, problem-solving abilities, and consistent follow-through on assigned responsibilities.
- Define, implement, and continuously refine performance measurement systems to support operational excellence and team effectiveness.
- Support and actively participate in all aspects of client program delivery, including proactive communication, issue identification, issue resolution, and timely reporting.
- Effectively multi-task and problem-solve in a fast-paced environment while managing competing priorities.
- Complete all tasks with a high level of attention to detail, a sense of urgency, and

📌 Customer Success Lead (Llodio)
🏢 Booth & Partners
📍 Llodio