About the Role:
As Head of Customer Success, you'll lead a talented team of 10 Customer Success Managers (CSMs) across Australia, Asia, the Middle East, and Europe. Your mission is to drive customer adoption, retention, and advocacy, while optimizing their Lifetime Value (LTV). You'll empower your team to deliver exceptional experiences, influence Net Promoter Score (NPS), and foster long-lasting relationships with our customers.
Key Responsibilities:
- Team Leadership: Lead, coach, and develop a high-performing team of CSMs.
- Customer Success: Drive customer adoption, retention, and advocacy.
- Revenue Growth: Identify upsell and cross-sell opportunities to increase revenue.
- Data-Driven Insights: Leverage data to inform strategic decisions and optimize customer journeys.
- Process Improvement: Continuously improve processes and efficiencies to enhance customer experience.
- Cross-Functional Collaboration: Work closely with Sales, Onboarding, Product, Engineering, and Marketing teams.
- Proven experience leading high-performing customer success teams
- Strong leadership, coaching, and mentoring skills
- 3+ years' experience in fast-growing B2B SaaS companies
- Deep understanding of customer success principles and methodologies
- Ability to leverage data to drive decision-making and improve outcomes
- Excellent communication and interpersonal skills
- Strong problem-solving and analytical skills
- Passion for education technology and a commitment to customer success
This is a unique opportunity to work for one of the fastest growing EdTech businesses in Australia. For the right candidate a base salary of $200K + 20% bonus + super is on offer. To apply please contact Peter Brooks at pbrooks@sharpandcarter.com.au or click "APPLY".
