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Customer Success Manager

2 months ago

Australia AirTree Ventures Pty Full time
About the Role

We're seeking a seasoned professional to lead our Scaled Success team, driving customer satisfaction and retention across EMEA, NAMER, and APAC regions. As a Manager, Scaled Success, you'll be responsible for bringing our scaled success strategy to life, managing a global team, and spearheading innovation in process optimization and tech-touch approaches.

Key Responsibilities
  • Lead the Scaled Success team, hiring, onboarding, coaching, and motivating team members to achieve activity KPIs and drive customer satisfaction.
  • Spearhead opportunities for process optimization and efficiency, fostering innovation and demonstrating a mindset of continuous improvement.
  • Allow customers to self-serve and drive their own success with standardized, templated resources and workflows.
  • Create and demonstrate value, educating and driving customer success through one-to-many activities such as webinars, L&D idea sharing, and scalable value realization.
  • Maintain alignment with Partner Success and Go1 Partners, servicing and enabling mutual customers to get value from the Go1 subscription, in line with the service model.
  • Improve customer health, working with team members to analyze customer data to identify trends and opportunities and take action to improve customer satisfaction and retention.
  • Build and maintain strong relationships with internal stakeholders and cross-functional teams to identify opportunities for improvement and ensure customer success.
Requirements
  • At least 5 years of experience in Scaled Customer Success or related roles, with a track record of achieving or exceeding targets.
  • Previous experience managing a team, with a focus on coaching and developing, delivering customer-centric initiatives, and/or influencing positive change within an organisation.
  • Customer-focused project management, system or service design or delivery experience.
  • Problem-solving - ability to identify and address problems, resolve conflicts, and find creative solutions to pain points.
What We Offer
  • Annual bonus or commission plan.
  • Employee Stock Option Plan: Opportunity to share directly in our success through stock options.
  • Public Holiday Swap: Swap a public holiday for another preferred day.
  • Wellbeing & Learning Days: Additional five days paid leave per year.
  • Learning Budget: $500 USD per financial year, plus access to additional Career Growth Budget.
  • WFH/Transport Budget: Monthly allowance for internet/phone expenses or public transport.
  • Home Office Setup Budget: One-off allowance for desk, chair, and/or monitor.
  • Parental Leave: Minimum of 18 weeks paid parental leave for primary carers + 6 weeks paid parental leave for secondary carers.
  • Wellbeing Support: TELUS Health EAP or Spill.