Head of Customer Success

Posted 22 November 2022
Job type Permanent
DisciplineDigital Services

Job description


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.

  • 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

  • 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

Apply directly, or alternatively contact Holly Greenwood on 0272279091 or at hgreenwood@brightspark.io for more information.