Leading their Customer Success and Account Management function, along with managing a small team of representatives, this NZ founded SaaS EdTech seeks a Head of Customer Success to join their team as they continue to expand into international markets. Their offices are based Auckland city-fringe, and they are happy with hybrid working.
As this is a newly created role, there is ample opportunity for lots of autonomy and the ability to really make this role 'your own'. It's an exciting time to be joining their business.
ABOUT YOU
Experience in a Customer Success or Account Management/Sales role, preferably within a SaaS environment
Enthusiastic about continual learning and self improvement
Excellent communication and presentation skills
Capable of managing influence through negotiation, persuasion, and consensus building
Background of post-sale and sales experience
Empathy for customers and passion for revenue growth
Understanding of value drivers
Analytical and process oriented
Experience managing a team advantageous
ABOUT THE ROLE
Define the vision for customer experience, optimising customer journey
Refine the template for success for customers, overseeing lifecycle processes and touch points
Identifying areas for continuous improvement
Define and monitor their up-sell and cross-sell pipeline
Manage and execute customer success activities, including onboarding, training, customer support, customer success management, renewals, cross and up sell and customer advocacy
Track ROI and KPIs, with the aim of continually improving
Reporting to management, company and the board
Adhere and collaborate on annual budgets
Lead a world class customer success team, attracting high potential individual contributors, onboarding team members and fostering collaboration
Enhance effectiveness and efficiency through technology
Help create a culture of customer success across the company
WHAT NEXT?
Apply directly, or alternatively contact Holly Greenwood on 0272279091 or at hgreenwood@brightspark.io for more information.
