Customer Success Team Lead

Are you ready for your next move up? Are you looking for an opportunity to further your career in SaaS and looking for a company that will offer you exciting new opportunities to grow and learn and work with a fantastic team? Do you get excited by engaging with customers with diverse businesses and helping them strategically improve their business operations with SaaS and Telehealth solutions? Want flexibility - work from home?

Then we would like to talk to you.

Customer Success Team Lead

We’re looking for our next exceptional leader with a passion for developing others, building effective teams, and helping us uphold and surpass our commitments to the customers we serve.

You will work directly with some of our largest and most strategic enterprise customers throughout customer lifecycle, as well as provide coaching and mentorship to a team of 4 Customer Success Managers.

**Responsibilities**:

- Manage the day-to-day operations, goal setting, performance management, and growth of the Customer Success team
- Serve as a coach, mentor, and leader, helping individuals grow in their career
- Define (and continuously refine) customer success best practices and process across the team to help our CSMs achieve amazing retention results
- Assist the team to prepare, implement and execute optimisation strategies for our customers at group and account level
- Ensure execution of customer journey touchpoints, including onboarding, business reviews, upsells and other opportunities through referrals and new business development
- Effectively manage and engage 1st Group’s Enterprise/Corporate accounts, building strong relationships, maintaining customer satisfaction, managing escalations and building loyalty
- Identify opportunities by conducting proper research and analysis of accounts’ business objectives, determining their needs and ultimately contributing to their success
- Report and forecast team sales every week and month
- Represent 1st Group’s interests with a wide range of stakeholders.
- Build productive relationships internally, fostering teamwork by keeping colleagues updated on activities, client requirements and any contract obligations and working with other teams to deliver appropriate customer outcomes
- Keep abreast with the latest trends and stay ahead of the competitors and its products by conducting proper research
- Liaise with product development teams providing feedback from customers to create new products and customise or improve existing products to meet their needs
- Able to understand and identify business drivers and risks involved, to both the customer and to 1st Group

About you:

- You are a people manager at heart with 3-5 years of experience leading a Customer Success Team - you love mentoring, leading and contributing to the professional development of those around you
- You have a successful track record demonstrating account management with sales experience and commercial acumen therefore being able to identify opportunities commercially
- You understand how to reach people and engage customers across various management levels.
- You have a basic understanding of contract, Terms and conditions
- You have excellent English skills (both verbal and written)

The Perks:

- Flexible Working Arrangements - yes, work from home
- Diverse & Inclusive Business Culture
- Company Share Options
- Generous Mobile Phone Allowance
- Windows or Mac Laptop (You Choose)
- Fun and dynamic team, we work, win & play together
- Endless opportunities for personal growth and development with direct access to senior management

Want to learn more?, Then please APPLY TODAY We’d love to hear from you.

**Salary**: From $130,000.00 per year

**Benefits**:

- Work from home

Supplemental pay types:

- Commission

**Experience**:

- Customer Success Manager Team Lead: 3 years (preferred)
- B2B sales: 3 years (preferred)
- SaaS: 1 year (preferred)

Work Authorisation:

- Australia (required)