Customer Success Manager

3 days ago

Sydney, New South Wales, Australia Stake Full time

Stake is seeking a seasoned Customer Success Manager to lead our Global Customer Success function across our Trading Platform, Stake Super, and other new Product releases. This role requires a proven leader with at least 5 years of experience successfully leading and motivating teams, fostering a culture of collaboration and high performance.

The ideal candidate will have a strong focus on delivering exceptional service, building trust, and exceeding customer expectations. They will be passionate about understanding and advocating for customer needs, with a strong emphasis on customer-centricity.

Key responsibilities include defining a vision for how Stake can succinctly identify customer pain points and touch points, feeding this into the wider business to ensure Stake has the right framework to envelop customer feedback into future product iterations. The successful candidate will also be responsible for identifying and working collaboratively with the wider business on key strategic initiatives to enhance customer satisfaction, retention, and growth.

Additionally, the Customer Success Manager will develop and maintain a robust compliance and quality assurance framework, ensuring adherence to industry best practice. They will also define and maintain documentation for evolving processes and training, and lead and manage the team by overseeing ticket allocation, delegating tasks effectively, conducting performance reviews, and managing headcount to ensure optimal team performance and capacity.

Stake is an equal opportunity employer that values diversity and is committed to providing an inclusive work environment. We offer a range of benefits, including a $2,500/year professional development allowance, $1,000/year wellbeing allowance, up to 16 weeks of paid parental leave, and a discretionary performance bonus and talent referral bonus.

If you are a motivated and experienced leader with a passion for customer success, we encourage you to apply for this exciting opportunity.

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