Customer Success Team Lead

6 months ago

Sydney, Australia Atomi Full time

THE OPPORTUNITY
- Atomi is an online education technology platform on a mission to help unlock the world’s potential by optimising the way we teach and learn. Our team and business have grown massively in just a few short years, and we’re ready to scale even further.

Founded circa 2011, Atomi began with just a few
_how-to_ maths videos. It turned out that students and teachers enjoyed our simple, engaging and practical style. We now deliver millions of lessons to students yearly, inspiring a love for learning beyond the classroom and empowering students and teachers to work better together with data, insights and more.

Atomi is at an inflection point. We are in the process of scaling our operation and ‘School Partnerships’ is the primary growth engine of the business

As the Customer Success Team Lead you will form a vital part of the School Partnerships team. The Customer Success Team Lead will manage a team of CSM's across multiple states within Australia. The Atomi team is largely remote so you will be the glue that bonds your team together across regions and geographies.

The Customer Success team is responsible for the ongoing management, renewal and expansion of all existing customers. The Customer Success Team Lead will report into the Head of School Partnerships and will manage and guide the team to success in line with the broader School Partnerships team and broader business.

The Customer Success Team Lead is a coach first and foremost and has the best interest of their team at the forefront of everything they do. They focus on developing their team and understand that their success is driven by the success of their team

WHAT YOU'LL DO
- You'll ensure that the renewal and expansion targets are hit for your team
- You will take ownership of the planning and forecasting for your team
- You'll work closely with Head of School Partnerships and your peer Customer Success Team Lead to ensure that team strategies are developed and executed
- You'll proactively collaborate with Product and Educational Content teams to ensure that your team are well informed and you maximise the opportunities within your customer portfolios
- You will investigate and manage each stage of the customer relationship with your team
- You are confident in analysis of numbers and can identify areas we are able to optimise
- You'll train, manage and coach members of your team and empower them to hit their targets and delight our customers
- You will champion and develop best-in-class processes, practices, and efficiency
- You'll lead the upskilling and training on various parts of the sales process with your team
- You'll champion professional development and career guidance as well as hiring, performance coaching and promotion of team members
- You'll ensure good collaboration and partnership between your team and the broader Atomi business including Sales, Product, Marketing and Educational Content.

WHAT YOU'LL BRING TO ATOMI
- Deep experience in Customer Success or Account Management leadership within a SaaS business
- Start-up / Scale-up experience will be desirable. You'll need to be comfortable with ambiguity
- EdTech or Education industry experience is a bonus
- Experience working in a business with a land and expand motion
- Proven success leading and developing a team of Customer Success Managers
- Ability to attract, motivate, and manage A+ talent to deliver strong results
- You'll be a good model and custodian of Customer Success across the business in a way that promotes company culture and is not corrosive for the sake of growth
- You'll have the ability to communicate complex concepts and insights concisely
- You are known to be accessible, approachable, and collaborative. We have an incredibly empowering and collaborative culture and we want a leader to facilitate that culture as we scale.
- Humility and willingness to question one’s own assumptions/desire to constantly improve

WORKING AT ATOMI
- Flexible hours: We work around your schedule so you can fit in work time, uni time, study time, family time and time off.
- Generous leave plans: Our permanent team enjoy unlimited paid leave
- Flexible work locations: Whether you're based in Sydney or based interstate, our teams enjoy the option to work wherever suits them best as well as overseas working options.
- Opportunities to grow: We provide opportunities to improve your skills and knowledge across a range of interests and fields.
- Wellness and wellbeing: We offer all Atomi team members an all-inclusive LifeWorks subscription from the very day you join LifeWorks is an industry-leading employee assistance program that can support you to feel and be your best self. You'll also enjoy an additional 2 days paid leave per year, to focus on your wellbeing.
- Parental Leave: We support new parents by offering 14 weeks paid parental leave, plus an additional 4 weeks paid leave for the birthing parent.
- Work with the best: We know that you want to work

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