Senior Director of Customer Excellence

3 days ago

Sydney, New South Wales, Australia Deputy Full time

Deputy, a leading company in Australia, is seeking an experienced Senior Director, Customer Success to drive customer satisfaction, retention, and growth of APAC customers. This role requires a strategic thinker who can establish customer success strategies, foster strong relationships, and build high-performing teams.

Key Responsibilities:
  • Develop and Execute Customer Success Strategy: Design and implement a comprehensive customer success strategy for the APAC region, focusing on customer satisfaction, retention, and growth.
  • Lead High-Performing Team: Lead a team of customer success professionals, ensuring they have the necessary tools, resources, and support to deliver exceptional results.
  • Operational Cadence and Revenue Forecasting: Lead the operational cadence of the organization, including revenue forecasting, account management, and performance monitoring.
  • Define Key Performance Metrics: Establish and optimize key performance metrics to measure customer success, including Net Promoter Score (NPS), customer health scores, and renewal rates.
  • Proactive Risk Management: Identify and address high-risk customers, ensuring cross-functional alignment and effective issue resolution.
  • Success/Account Plan and Renewal Management: Develop and execute strategies for success/account plans and renewal management, ensuring seamless customer onboarding and support.
  • Process Improvement: Design and implement advanced processes to resolve customer-blocking issues, improving overall customer experience.
Qualifications and Experience:
  • Bachelor's degree in Business Administration or a related field.
  • 8+ years of experience in a senior leadership role within Customer Success or a related field.
  • Proven track record of building and scaling customer success teams.
  • Strong strategic planning and execution skills.
  • Exceptional communication and presentation skills.
  • Expertise in analyzing technical concepts and communicating complex information.
  • Proven experience leading cross-functional teams.
  • Results-oriented mindset with a focus on continuous improvement.
  • Strong proficiency with customer success platforms and CRM systems.
Benefits:
  • Ownership in the company via Share Options.
  • Paternity/Maternity Leave Policies.
  • Flexible Remote-First Work Policy.
  • Company-wide Development & Coaching.
  • Hackathons.
  • Awards.
  • Social Events & social clubs.
  • Mental Health Support.

This is an exciting opportunity to join Deputy, a leading company in Australia, as a Senior Director, Customer Success. The estimated salary for this role is $160,000 - $200,000 per year, depending on experience and qualifications.

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