Head of Customer Success

3 weeks ago

Sydney, New South Wales, Australia Alayacare Full time
Job Title: Head of Account Management

AlayaCare is seeking an experienced leader to head our Account Management team. As a seasoned professional, you will be responsible for driving customer success and retention in the aged and disability care industries.

We are a fast-growing scale-up with a presence in Australia, Canada, and the United States, revolutionizing the way aged and disability care is delivered. Our software offers a complete technology solution for residential and community care organizations.

The ideal candidate will have a strong track record of managing a Customer Success or Account Management team in a scaling or mature SaaS organization. You will be responsible for leading, mentoring, and coaching the CRM team to foster high levels of engagement, performance, and accountability.

Key Responsibilities:
  • Establishing and maintaining processes to enable the CRM team to efficiently manage their responsibilities.
  • Working closely with the Customer Solution Consultant team to drive the adoption and utilization of AlayaCare Cloud and Residential solutions.
  • Ensuring the CRM team consistently drives renewals and offers professional services engagements to increase customer ROI.
  • Defining and implementing strategies to reduce churn, improve customer engagement, and increase retention rates across all customer segments.
  • Overseeing the management of high-profile accounts and ensuring CRMs maintain strong, trusted relationships with key stakeholders.
Requirements:
  • Experience managing a Customer Success or Account Management team in a scaling or mature SaaS organization.
  • Demonstrated experience building and transforming a Customer Success or Account management team.
  • A high level of commercial acumen and strategic mindset with the ability to clearly articulate a long-term commercially viable vision.
  • Strong analytical skills – data-driven decision making and planning.
  • Demonstrated operational management skills – executing short-term while keeping long-term strategy in mind.
What We Offer:
  • A competitive salary package, including company stock, a commission component, and a range of benefits.
  • Flexible hybrid work arrangements.
  • Wellness days, company-paid parental leave, and volunteer leave.
  • Up to 90 days per year working from anywhere in the world.

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