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Head of Customer Success

Audience Republic

Audience Republic

Customer Service, Sales & Business Development
Sydney, NSW, Australia
Posted on Tuesday, June 4, 2024

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 Head 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
  • 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.