THE strong leadership of a forward-thinking, customer-centric and solutions-driven Global Director of Customer Success is sought by a fast-growing global start-up based in the CBD to help expand their international Customer Success program. Reporting to the VP of Marketing and alongside the Global Head of Sales, your role will entail you and your team, building value at every touchpoint and ultimately understanding customers’ needs and pain points at each stage of the success journey. The data gleaned from the customer success team and engagement plays a key role across upselling, MRR and product insight and feedback. The ideal candidate requires 5-10 years’ experience in a similar and senior role having managed successful Customer Success teams, worked with SME customers in the B2B SaaS/Software industry, have experience with Account Management, CRM software, program processes and structural execution and be able to build and support key relationships that drive upsell and revenue expansion. If you can work seamlessly across diverse teams and projects, have Managerial skills and can lead a team in the Customer Success realm this is the role for you.
Collaborate closely with technical team members to support renewals and expansion opportunities.
Serve as the contact for the Customer Account Manager who will do the onboarding of new Tier 2 and 3 customers.
Drive retention, growth and expansion
Drive the management of renewals, expansion opportunities, with the goal of deeper engagement and customer understanding.
Identify various customer advocacy opportunities from case studies, testimonials and referrals.
Identify and analyse feedback to inform feature requests and the product roadmap.
Own certain key KPIs and success metrics.
Lead and support the Customer Account Managers.
Maintain close relationships with clients, and understand their product roadmap; therefore able to solve many of the clients problems and expanding business.
5-10 Years in a Customer Success, Account, or Client Facing, Management role at a senior level in the B2B SaaS / Software industry.
Experience working with SME customers in the B2B SaaS / Software industry.
Experience building and supporting key relationships that drive upsell and revenue expansion.
Experience with program processes and structural execution.
Experience with CRM software and Account Management.
Experience with HubSpot and Asana is a plus.
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