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Customer Success Director

Onside Technology

Onside Technology

Administration
Melbourne VIC, Australia
Posted on Tuesday, December 19, 2023

Onside is a dynamic and fast-growing Agri-tech SaaS business with a vision to power the world's biosecurity. Currently in the scale-up phase, expanding rapidly and thinking globally, our team and high-performance culture reflect the business. Offering an innovative workplace where our team lives and breathes Onside's standards and rituals.

As the Customer Success Director, you will lead a high-performing Customer Success team to deliver customer satisfaction, engagement and retention. You'll drive value for our customers by harnessing a culture of exceptional customer support and partnership, within a scalable, repeatable onboarding, activation and retention model.

Responsibilities

  • Lead the customer success team, setting objectives, coaching, and fostering culture of innovation and customer centricity
  • Develop and implement a customer success strategy to drive adoption, engagement, retention, and satisfaction
  • Support the management of key accounts, acting as trusted advisor and fostering long-term relationships
  • Collaborate with cross-functional teams to ensure customer success is embedded throughout the business
  • Identify opportunities for process improvements and optimisations to enhance customer success team efficiency and customer experience
  • Monitor customer health and usage data to identify trends, risks, and proactive engagement
  • Develop and deliver success metrics, reports, and dashboards to track performance and drive decision-making, owning the retention forecast for reporting to the Leadership team and Board
  • Be the voice of the customer internally, and advocate for customer needs in relation to product developments and industry changes