Director, Customer Success
Audience Republic
This job is no longer accepting applications
See open jobs at Audience Republic.See open jobs similar to "Director, Customer Success" Icehouse Ventures.Audience Republic is an all-in-one CRM & marketing platform for events and venues. Our customers are some of the largest names in the world — including events featuring artists like Justin Bieber, Post Malone, RUFUS DU SOL, ODESZA and Flume.
We are a fast growing technology startup in B2B SaaS, and have raised $9M from investors. Our team is based across North America, United Kingdom, Europe and APAC.
The Role
Are you looking to join the leadership team for a B2B SaaS startup in Sydney? As Director of Customer Success, you'll be responsible for Customer Success as a department, driving our retention, expansion and client satisfaction. You'll manage our tight-knit team of 3x CSMs and 1x Support based in APAC and North America. You'll be commercially savvy, people and process-oriented leader, who thrives in a startup environment—equally adept at leading a team and rolling up your sleeves as an individual contributor.
🔥 What will you do?
- Lead and manage a high performing customer success team
- Build & lead a team of high performing CSM's (Currently 3x CSMs, 1x Support) - across APAC and North America
- Create rapid on-boarding process for new team members, including playbooks and policies
- Mentor the team, and encourage their continuous learning & improvement
- Build & lead a team of high performing CSM's (Currently 3x CSMs, 1x Support) - across APAC and North America
- Drive customer success outcomes
- Increase renewal rates and reduce customer & revenue churn
- Expand our revenue in accounts through driving expansion revenue through upsells, cross sells and upgrades
- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
- Drive new business growth through greater advocacy and reference-ability (testimonials, case studies, reference clients etc)
- Define and optimise customer success processes
- Map customer journey and client engagement process
- Develop listening points in journey (e.g., usage, satisfaction, etc.)
- Standardize interventions for each point in journey
- Define segmentation of customer base and varying strategies
- Identify opportunities for continuous improvement
- Learn from best practices in industry
- Manage Customer Success Activities: Onboarding, Training, Client Support, Renewals, Cross-sell / Up-sell, Advocacy
- Measure Effectiveness of Customer Success
- Define operational scorecard metrics for team and individuals (leading and lagging indicators)
- Establish system for tracking metrics
- Create cadence for review within team
- Expose subset of metrics to leadership team, company and board
- Enhance Effectiveness and Efficiency Through Implementing Technology
- CRM/Customer success management platform
- Customer support systems
- Data analysis and reporting
- Align Customer Success With Other Departments
- Align with Marketing around marketing to existing clients
- Align with Product around driving product roadmap based on client feedback
- Align with Sales around creating a smooth handover experience
- Align with Finance around retention metrics & forecasting
- Drive company-wide definition of ideal customer
- Create company-wide customer feedback loop
✅ You are someone who
- Has at least 5 years experience in Customer Success for a B2B SaaS startup
- Has at least 3 years experience in a Customer Success management role at Director level or above
- Are located in Sydney and willing and able to work from our Sydney office
💜 How do we work?
- #Customer Obsessed - You'll be obsessed with our customer, becoming an expert on their problems and how to solve them. You'll be focused on contributing to an amazing experience for our customers.
- #Raise The Bar - You are always pushing the boundaries of what you are capable of. You'll be constantly improving and levelling up your skills.
- #Massive Impact - You think like an owner, and always focus on making an impact on collective goals, not just your own individual goals.
- #Hungry & Humble - You really want it, are resilient and tenacious. You have a strong work ethic, but also have the humility to receive feedback, or be open to new approaches.
This job is no longer accepting applications
See open jobs at Audience Republic.See open jobs similar to "Director, Customer Success" Icehouse Ventures.