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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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.