Driving Business Growth as a Customer Success Strategist
2 days ago
Unlock the world's potential with innovative customer success strategies. As a Customer Success Team Lead, you will play a pivotal role in scaling our operation and driving growth through strategic partnerships.
Key Responsibilities:- Ensure renewal and expansion targets are met for your team by developing and executing tailored customer engagement plans.
- Take ownership of planning and forecasting for your team to optimize resource allocation and drive business growth.
- Collaborate closely with senior stakeholders and peer Customer Success Team Leads to develop and execute team strategies that drive customer satisfaction and loyalty.
- Proactively work with cross-functional teams to inform your team and maximize opportunities within customer portfolios.
- Investigate and manage each stage of the customer relationship with your team to deliver exceptional customer experiences.
- Analyse numbers and identify areas for optimisation to improve team performance and customer satisfaction.
- Train, manage, and coach team members to hit targets and deliver outstanding results.
- Champion best-in-class processes, practices, and efficiency to drive business growth and customer satisfaction.
- Lead upskilling and training on various parts of the sales process to ensure team members have the necessary skills to succeed.
- Evaluate good collaboration and partnership between your team and the broader organisation to drive business growth and customer satisfaction.
- Deep experience in Customer Success or Account Management leadership within a fast-paced SaaS business environment.
- Start-up/Sale-up experience desirable, comfortable with ambiguity and able to adapt quickly to changing priorities.
- EdTech/Education industry experience a bonus, but not required.
- Experience working in a business with a land and expand motion is essential.
- Proven success leading and developing a team of Customer Success Managers to deliver strong results.
- Ability to attract, motivate, and manage high-performing talent to deliver exceptional results.
- Good model and custodian of Customer Success across the organisation, promoting company culture and values.
- Ability to communicate complex concepts concisely and effectively.
- Accessible, approachable, and collaborative leader who embodies the company's core values.
- Humility and willingness to question one's own assumptions/desire to constantly improve and learn.
- We offer flexible hours to work around your schedule.
- Generous leave plans, including unlimited paid leave for permanent team members.
- Flexible work locations, including option to work from anywhere.
- Opportunities to grow and develop skills and knowledge across various interests and fields.
- Wellness and wellbeing initiatives, including all-inclusive LifeWorks subscription and additional days paid leave per year.
- Parental Leave: 14 weeks paid parental leave, plus an additional 4 weeks paid leave for birthing parent.
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