Head of Customer Success

4 weeks ago

Perth, Australia CorePlan Full time

**Who We're Looking For**

The Head of Customer Success is a critical role at CorePlan, responsible for executing the company's customer-centric vision and driving exceptional customer experiences throughout the entire customer lifecycle.

Building upon the foundational CS strategy and framework you will lead and scale the CS team, develop and optimise processes, foster cross-functional collaboration, and ensure seamless execution of the land-and-expand growth model.

Reporting directly to the C-Suite, this role requires a strategic thinker with a passion for customer success, a proven track record of building and leading high-performing teams, and deep experience in the SaaS industry.

**Responsibilities**Team Leadership & Development**: Lead, mentor, and inspire a team of CS professionals, including Presales, Implementation, Account Management, and Technical Solutions leads and CSMs. Foster a culture of collaboration, continuous learning, and customer-centricity. Conduct regular performance reviews, provide coaching and development opportunities, and ensure high levels of employee engagement and satisfaction. Oversee the hiring and onboarding of new team members as the CS organisation scales.-
**Process Optimisation & Scalability**: Develop, implement, and continuously optimise customer success processes, playbooks, and methodologies across all CS functions in collaboration with the Function Leads. Ensure processes are scalable, efficient, and aligned with the land-and-expand growth model. Implement appropriate CS tools and technologies to streamline workflows and improve team productivity.-
**Cross-Functional Collaboration**: Build and maintain strong relationships with key stakeholders in Sales, Marketing, Product, Engineering, and Support. Ensure seamless communication and collaboration between teams to provide a cohesive customer experience. Represent the voice of the customer in cross-functional meetings and advocate for customer needs in product roadmap discussions.-
**Performance Management & Reporting**: Establish and track key performance indicators (KPIs) for the CS team, including NRR, GRR, customer health scores, implementation success rates, time-to-value, referral generation, and CSAT. Regularly report on CS performance to the COO and other key stakeholders. Analyse data to identify trends, areas for improvement, and opportunities for growth.-
**Customer Advocacy & Community Building**: Develop and implement strategies to foster customer advocacy and build a strong customer community. Identify and cultivate customer champions. Leverage customer feedback to improve product development and customer success initiatives.-
**Budget Management & Resource Allocation**: Manage the CS budget and allocate resources effectively to support team growth and strategic initiatives. Develop and track budget forecasts and ensure alignment with overall company financial goals.-
**Global Expansion & Support**: Oversee the expansion of the CS team into new regions and markets. Ensure consistent service delivery and customer success practices across all locations. Develop strategies to provide near 24/7 customer support as the company grows its global presence.**Qualifications and Fit**- Ability to navigate through complex sales cycles involving multiple stakeholders.-
- Strong experience of selling to C-Suite with a good understanding of software sales.-
- 9+ years of experience in B2B Enterprise Sales-
- Ability to get hands on with experience in CRM and Process development-
- 5+ years of experience in a sales management role-
- Demonstrated ability to develop and execute strategic sales plans, effectively driving revenue growth and market expansion.-
- Demonstrated proficiency with enterprise sales methodologies showcasing the ability to implement and drive adoption of structured sales processes.-
- Committed to self-development and open to constructive feedback.-
- Exceptional communication, negotiation, and presentation skills, with the ability to engage and influence stakeholders at all levels-
- Bachelor's degree in Business, Engineering, or a related field.-
- Minimum of 8-10 years of progressive experience in customer success leadership roles within a SaaS environment. Proven track record of building and scaling high-performing CS teams. Experience with land-and-expand growth models.-
- Ability to develop and execute long-term customer success strategies aligned with business objectives.-
- Proven ability to inspire, motivate, and develop high-performing teams. Strong coaching and mentoring skills.-
- Expertise in designing and implementing scalable customer success processes and methodologies.-
- Exceptional communication and interpersonal skills. Ability to build strong relationships and influence stakeholders across different departments.-
- Proficiency in analysing customer success metrics and using data to drive decision-making.-
- Experience in developing and implementing customer advocacy programs

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