Director, Customer Success

1 week ago

Sydney, New South Wales, Australia Neara Full time

To serve a broad spectrum of critical infrastructure sectors, providing infrastructure owners and their stakeholder ecosystems access to an integrated platform that enables smarter design, deeper and faster analysis, and real-world impact.

Join Hatch to apply Get matched to roles that fit your skills and values.
Clear job descriptions that help you learn about the role and team.
Only the best roles at Australia's top companies.
Senior · A role for someone with advanced knowledge and skills.
May involve mentoring, leading others or specialisation.
Typically at least 5 years of experience.

Neara is a cloud-based enterprise platform making the most complex analysis, design, and application accessible at every level of the infrastructure industry.

About the role WHAT YOU WILL DOLead the customer success team, from building the department to developing it for scalability and sustained growth, with all the people, processes, and strategies optimized in a customer-first manner.

Ensure customer projects are well planned, managed and executed.

This includes ensuring we have a clear, robust and pragmatic project delivery approach and that customer projects are delivered on time, in line with customer expectations and to budget.

Add value to customer relationships and drive the desired customer goals by either actively participating in client discussions or by testing and implementing a proven approach within your team.

Create an optimized & data-led model of the customer lifecycle, then making sure all internal stakeholders are aligned on it.

Determine the metrics, health scores, and KPIs relevant to each account for the APAC region.
Increase product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics.

Collaborate with sales and marketing to create and optimize the upsell and cross-sell strategies the CS team uses to increase ROI.

Relationship management across the entire CS team, helping others on the team maintain and improve their customer relationships.

Work directly with Key Customers in a hands-on capacity as well as serve as the point of escalation for customer issues.

WHO YOU AREBachelor or Masters Degree from a reputable institution in a related field.7-10 years of experience in Customer Success or similar field.

Working knowledge of customer service software, databases, CRM and tools.

Experience with comparable engineering grade software solutions and GISProven experience in a customer success leadership role within the SAAS industry, preferably with exposure to enterprise accounts and complex customer landscapes.

Knowledge in utilities operations and maintenance, with a sound working knowledge of geospatial solutions and LIDAR highly regarded but not required.

Commercially astute and you understand what problems utilities customers need to solve to operate effectively.
Strong analytical skills with the ability to break down data, identify patterns, and derive actionable insights.
Excellent interpersonal and communication skills, capable of engaging with stakeholders from all backgrounds.

WHAT WE ARE OFFERING YOUUnique opportunity to shape and define the APAC Customer Success function as a key player in the company's global expansion.

Have a voice in a cooperative, team driven environment.
Competitive salary and ESOP.
Flexible working arrangements with a fantastic, well-stocked office in Redfern.
What you'll be responsible for Support customers gain value from the product / service.
Including check-ins, training, addressing blockers to adoption, and providing best practice advice Proactively identify opportunities for expansion and limit risk of churn by collaborating with clients to deliver on actions Skills you'll need Actively seeks and develops strategies to help key stakeholders Identifies problems and develops logical solutions that address the problems
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