Head of Customer Success

Job Description

Do you need to hire a Head of Customer Success in Sydney, Melbourne, or Brisbane? Or are you a Head of Customer Success looking for your next job opportunity?

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Position: Head of Customer Success

Primary purpose of the position:

As the Head of Customer Success, you will be responsible for developing and executing strategies to drive customer satisfaction, retention, and growth. You will lead a high-performing team of Customer Success Managers and collaborate cross-functionally to ensure our customers receive outstanding support and value from our products/services.

Duties & Responsibilities:

Team Leadership and Management:

Lead, mentor, and develop a team of Customer Success Managers.
Set clear goals and performance metrics and provide regular feedback and performance evaluations.

Customer Strategy and Engagement

Develop and implement customer success strategies to increase customer satisfaction, retention, and lifetime value.
Drive customer engagement through personalised communication, onboarding programs, and proactive outreach.

Customer Advocacy

Cultivate a community of advocates who promote our products/services through referrals, case studies, and testimonials.
Identify and leverage opportunities for customer success stories and endorsements.

Cross-functional Collaboration

Collaborate with Sales, Marketing, Product, and Operations teams to ensure a seamless customer experience.
Provide valuable customer insights to inform product development and marketing strategies.

Customer Feedback and Insights

Gather and analyse customer feedback to identify areas for improvement and develop action plans.
Utilise data and metrics to track and report on customer success KPIs.

Risk Mitigation and Management

Proactively identify and address customer concerns or issues
Develop and execute strategies to win back at-risk customers.

Qualifications:

Experience in customer success or related roles, or experience in a leadership position.
Proven track record of driving customer satisfaction, retention, and revenue growth.
Strong analytical skills and the ability to leverage data for informed decision-making.
Excellent communication and interpersonal skills.
Ability to thrive in a fast-paced, dynamic environment.