Customer Success Lead

2 months ago

Sydney, Australia Hudl Full time

Building a team starts with valuing the team. We hire the best of the best to ensure you're working with people you can constantly learn from. You're trusted to get your work done your way while testing the limits of what's possible and what's next. And you'll be part of a culture where everyone feels supported.

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.

Ready to join us?

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

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