Customer Success Team Manager

**Who We're Looking For**

CorePlan is seeking an experienced Customer Success Team Lead to join our growing team and report directly to the Head of Customer Success. In this role, you'll be instrumental in driving operational customer success excellence, ensuring process adherence, and developing our CS team across Presales, Implementation, Account Management, and Customer Success functions.

You're a great fit is you're a customer-obsessed operator who can implement and maintain CS best practices while developing a high-performing team. You'll be responsible for the day-to-day management of our CS operation, ensuring consistent execution of our methodologies and maintaining high standards of customer health and satisfaction.

**Responsibilities**

**Team Leadership & Coaching**:

- Lead and mentor a cross-functional CS team including Presales, Implementation, Account Management, and CSM professionals
- Conduct regular 1:1 coaching sessions to develop team capabilities and drive performance
- Monitor individual and team KPIs, providing guidance for improvement
- Identify training needs and coordinate skill development programs
- Foster collaboration between different CS functions to ensure seamless customer experience

**Process Excellence & Execution**:

- Drive consistent execution of CorePlan's CS methodologies across all functions
- Conduct regular customer health reviews and success planning sessions
- Lead weekly team meetings to align priorities and remove obstacles
- Ensure accurate and timely documentation of customer interactions and progress
- Implement and maintain CS dashboards and reporting systems

**Customer Success Operations**:

- Oversee customer onboarding, implementation, and adoption initiatives
- Monitor customer health scores and drive proactive intervention strategies
- Coordinate with Sales and Product teams to ensure smooth customer handoffs
- Identify and execute expansion opportunities within existing accounts
- Drive customer advocacy and reference program participation

**Qualifications and Fit**
- 5+ years of B2B SaaS customer success experience
- 2+ years of team leadership experience
- Proven track record of driving customer satisfaction and retention
- Strong experience with CS tools and CRM systems
- Excellence in customer relationship management
- Data-driven approach to decision making
- Outstanding communication and presentation skills

**Our Culture**

TL;DR - CorePlan is not a good fit for everyone, and that’s OK. This is a bit about the culture of CorePlan. Our best crew members aren’t just interested in working at a job; we need people who are excited about building a great company.

Besides nailing down the specifics of your job, here's what makes our team rock:

- First Principles Thinking - We believe in breaking down and understanding problems into their most basic parts. When we eat elephants, we do it one bite at a time.
- Infectious Passion - We highly value team members who love the career path they've chosen and strive for mastery. We embrace the joy in the journey of learning, the excitement of overcoming challenges, and the fulfilment of growth. If you love what you do and are driven to constantly improve, you'll thrive here.
- Create, launch, and evolve - Creation is the spark of learning. Launch it internally, engage with customers, gather feedback, and evolve. We focus on inputs - what we can control - which ultimately drives outcomes.
- LFG - We set high goals and ruthlessly prioritise to hit them. We push ourselves to act from first principles, speak up as we care about each other as humans and embrace feedback to win as a team.
- Yes - We’re firm believers that we "can do" until someone shows us the "can't." You know, it's funny how often the really gnarly problems get busted by folks who had no clue they were supposed to be unsolvable.

**Why Join CorePlan?**

CorePlan is not just your average mining software company. We are one of perth’s few tech startups and the only one that's shaking up the mining industry with our cutting edge digital operations platform.

We've replaced outdated paper and spreadsheet systems with a seamless, collaborative solution that's already winning over customers in Australia and around the world. Based in Perth, we're on a mission to modernise the mining industry, and we're gaining momentum.

We’re a high-performing team looking for passionate, execution-focused, self-starters to help us build the next generation of software for mining.

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