Customer Success Lead
7 days ago
We also value sports.
Not just because of the big wins and highlight-worthy plays, but because of the lasting impact sports can have: the lifelong lessons in teamwork and dedication; the influence of inspiring mentors; the priceless opportunities to play at the next level.
Sports can change lives—that's what we value.
Our team helps the world see sports differently through products that make it easier to capture video, analyze data, share highlights and do a lot more.
We are looking for a Customer Success Lead to join our Elite Customer Success team.
Reporting into the Customer Success Director, you will take the leadership across the assigned macro-region in driving adoption of the Elite Customer Success Programme, being responsible for increasing retention rate and impacting the overall region growth.
The purpose of the Elite Customer Success department at Hudl is to provide the best customer experience possible which in turn will result in increased annual recurring revenue retention and expansion.
Hudl Customer Success Managers are on a mission to take sports customers (clubs and other organizations) on the journey to implement high performance workflows, ensuring they achieve their goals and get the maximum benefits from their Hudl products suite, ultimately renewing and expanding their subscriptions.
As Customer Success Lead you will focus on coaching the CSMs, monitoring engagement and retention KPIs, help driving process efficiencies, deploy best practices ensuring a premium customer experience is delivered to customers across each touch point.
This role will be based in Sydney, Australia and will look after the APAC macro-region, supporting a team of 6 CSMs dedicated to growing and renewing sports organizations across China, Oceania, South-East Asia and Japan.
You Are:
-
Experienced. You have several years of experience in customer facing roles (CSMs/Account Management). Customer Success Leadership experience is a plus for this role.
-
Knowledgeable. You possess an excellent understanding of the Customer Success landscape (roles, processes, best practices, KPIs, metrics). Experience in implementing customer journey, post-sales best practices and renewal strategies is key in this role.
-
A leader and a coach. You have strong leadership and coaching skills; you are able to mentor, educate and inspire others.
-
Process driven. You have proven ability to design and implement new processes, improve existing ones, and you are able to encourage and facilitate adoption
-
Commercially savvy. You are an experienced sales professional, you have strong
business acumen and understanding. You are comfortable working in a fast-paced environment with ambitious growth targets.
-
A Leader and a Coach. You have the ability to work, educate and inspire others to adopt change. You win trust and credibility from colleagues, educate and inspire others to adopt change, you mentor team members, influence stakeholders and push through roadblocks driving collaborative projects to achieve mutually agreed outcomes.
-
An excellent communicator. You are able to develop world-class client presentations and/or internal education materials.
-
Analytical. You have strong analytical skills and are comfortable managing data to gain insight into user behavior and engagement.
You Will:
-
Have an impact. You will have direct responsibility on retention rate and overall growth of the assigned macro-region. You will be responsible for the implementation of the Elite Customer Journey across your macro-region, deploying and improving CS processes and best practices.
-
Be a partner. You will work with the CS Director and other CS Leads on post-sales processes, driving efficiencies and helping scaling the Customer Success structure in your region.
-
Monitor and report. You will be responsible for monitoring and reporting on customer success metrics for your macro-region: renewal performance, retention rate, churn, downgrade, engagement KPIs, NPS. You will oversee
engagement activity, ensuring CSMs run consistently the established touch-points and provide a premium experience to our Elite customers.
-
Contribute. You will work to improve the post-sales life cycle for the macro-region portfolio, provide key findings of engagement touchpoints and internal feedback on how we can better serve our customers, suggest changes and adaptations.
-
Collaborate. You will partner and work closely with Implementation, Support, Solution Consultants across the macro-region to improve customer onboarding.
-
Coach and educate. You will mentor, train and
-
Customer Success Lead
1 week ago
Sydney, New South Wales, Australia Kennedy Reid Full timeJob description Scope of the role:Proactively coordinates all activities and communications to fulfil customer orders ensuring a brilliant brand experience.Breakdown of responsibilities:Collaborates with customers on developing an aligned project / program delivery plan Proactively coordinates cross-functionally to ensure order fulfilment to plan....
-
Customer Success Lead
7 days ago
Sydney, New South Wales, Australia Annalect Full timeAbout TRKKNWhat excites us at TRKKN is taking our clients' data-driven business to the next level. We (as a Marketing Technology Partner) are not only one of the largest Australian and European Google partners and a reseller in the area of Google Cloud & Marketing Platform, we are also a catalyst for innovative digital marketing ideas.Working for TRKKN means...
-
Digital Customer Success Lead
1 week ago
Sydney, New South Wales, Australia Employment Hero Full timeDescription:Our mission and where you fit in:At Employment Hero, we're an ambitious bunch of people on a mission to make employment easier and more valuable for everyone.Since our inception in 2014, we've had some pretty impressive growth (100% YoY), now serving 300,000 businesses globally, with 2 million+ users on the platform, reaching unicorn status in...
-
Digital Customer Success Lead
7 days ago
Sydney, New South Wales, Australia Employment Hero Full timeOur mission and where you fit inAt Employment Hero, we're an ambitious bunch of people on a mission to make employment easier and more valuable for everyone.Since our inception in 2014, we've had some pretty impressive growth (100% YoY), now serving 300,000 businesses globally, with 2 million+ users on the platform, reaching unicorn status in and we have no...
-
Customer Success Manager Lead, Apac
1 week ago
Sydney, New South Wales, Australia UpGuard Full timeWho are we? UpGuard's mission is to protect the world's data. We obsessively seek out elegant, robust ways to enable our customers to find, acknowledge, and remediate cyber risk. With UpGuard, organizations leverage our security expertise and software to automate what was once laborious, spreadsheetdriven processeswhether it's monitoring the attack surface...
-
Project Coordinator/ Customer Success Lead
1 week ago
Sydney, New South Wales, Australia Fisher & Paykel Appliances Full timeThe RoleFisher & Paykel is an iconic New Zealand brand, a global company with a strong local heritage. Our origins inspire our culture of curiosity and passion to develop solutions designed around people - these are some of the core elements that make us unique.We are driven by our values of being trusted, sustainably minded, innovative, generous, and...
-
Head of Customer Success
1 week ago
Sydney, New South Wales, Australia ProForce Full timeBe part of a well-invested and internationally-growing company Scope to make a significant impact and expand career Great team culture within a highenergy environmentAre you a passionate about driving customer success and building strong relationships?Do you have a proven track record in the SaaS Industry, leading customer success teams and ensuring customer...
-
Head of Customer Success
7 days ago
Sydney, New South Wales, Australia Education Perfect Full timeAs the Head of Customer Success, you will be responsible for leading and driving the overall customer success strategy for EP on a global scale. Your primary focus will be on ensuring customer satisfaction, retention, and expansion by developing and implementing effective customer success programs and initiatives. You will collaborate with cross-functional...
-
Customer Success
1 week ago
Sydney, New South Wales, Australia Matific Full timeTHE COMPANYMatific is a rapidly expanding SaaS business, offering world-leading maths software for primary school-age students. Headquartered in Australia, we are rapidly expanding and have customers in 120+ countries globally. We're the fastest-growing and best-funded ed tech business in Australia, and scaling our team to bring the benefits of Matific to...
-
Customer Success
1 week ago
Sydney, New South Wales, Australia Ataccama Full timeYour challenge: Act as a trusted advisor to a portfolio of customers in APAC and help them gain value from Ataccama, drive retention, adoption, and growth, as well as secure customer advocacy. Consistently achieve quarterly renewal revenue targets, striving for a high percentage of on-time revenue retention. Drive customer awareness of product features...
-
Manager - Customer Success
1 week ago
Sydney, New South Wales, Australia Lloyd Connect Full timeLead and mentor Customer Success team of 6 with significant market potential.Previous Customer Success Mgmt.exp in B2 B preferred.Drive growth & market presence.Hybrid ongoing role - 2 days WFH / 3 days in their new Sydney CBD office Lead and mentor Customer Success team of 6 with significant market potential.Previous Customer Success Mgmt.exp in B2 B...
-
Customer Success Manager
1 week ago
Sydney, New South Wales, Australia Enable International Full timeCustomer Success – Customer Success Management / At Enable, we believe rebates are the best way for companies within the supply chain to create, maintain and grow their trading relationships. Rebates allow trading partners to make the best decisions for their businesses, meaning everyone wins: manufacturers, distributors, retailers and, most importantly,...
-
Manager, Customer Success
1 week ago
Sydney, New South Wales, Australia SafetyCulture Full timeManager, Customer Success: Sydney Sales & Success Leadership & Support / Fulltime Permanent / Hybrid SafetyCulture is a customer and productled SAAS company, our mission is to help working teams get better every day, our technology platform and products give front line workers a voice and leaders the visibility to make smart decisions when driving safety,...
-
Customer Success Director
7 days ago
Sydney, New South Wales, Australia Enable International Full timeAt Enable, we believe rebates are the best way for companies within the supply chain to create, maintain and grow their trading relationships. Rebates allow trading partners to make the best decisions for their businesses, meaning everyone wins: manufacturers, distributors, retailers and, most importantly, end consumers.At Enable, we'recreating a healthy,...
-
Customer Success Director
1 week ago
Sydney, New South Wales, Australia Enable International Full timeAt Enable, we believe rebates are the best way for companies within the supply chain to create, maintain and grow their trading relationships.Rebates allow trading partners to make the best decisions for their businesses, meaning everyone wins: manufacturers, distributors, retailers and, most importantly, end consumers.At Enable, we'recreating a healthy,...
-
Manager, Customer Success
1 week ago
Sydney, New South Wales, Australia Basware Full timeJoin our team at Basware and lead the charge in driving customer success As the Manager, Customer Success , you'll spearhead a dynamic high-performing team dedicated to ensuring Basware solution adoption, our clients' satisfaction and achieving their desired outcomes.This role is for you, who has people management experience, and a background in value...
-
Manager, Customer Success
1 week ago
Sydney, New South Wales, Australia Basware Full timeManager, Customer SuccessJoin our team at Basware and lead the charge in driving customer successAs the Manager, Customer Success, you'll spearhead a dynamic high-performing team dedicated to ensuring Basware solution adoption, our clients' satisfaction and achieving their desired outcomes. This role is for you, who has people management experience, and a...
-
Manager, Customer Success
7 days ago
Sydney, New South Wales, Australia Darktrace Full timeQualifications & Experience:You have 4+ years of sales or customer success experience, with a proven track record of managing customer relationships and driving renewals.You have 1-2+ years of management experience with a proven track record of driving successExceptional communication, negotiation, and presentation skills.You lead effectively in a highly...
-
Customer Success Manager
7 days ago
Sydney, New South Wales, Australia Enable Full timeAt Enable, we believe rebates are the best way for companies within the supply chain to create, maintain and grow their trading relationships.Rebates allow trading partners to make the best decisions for their businesses, meaning everyone wins: manufacturers, distributors, retailers and, most importantly, end consumers.At Enable, we'recreating a healthy,...
-
Vp of Customer Success
1 week ago
Sydney, New South Wales, Australia Ethos BeathChapman Full timeAbout Our Client:Our client is a pioneering SaaS global scale-up, disrupting the landscape of analytics with innovative software aimed at forging a sustainable future. Their cutting-edge platform integrates asset intelligence, machine learning, and technical engineering support to simplify complex data, contributing directly to the fight against the climate...