Customer Success Lead

2 days ago

Melbourne, Australia Preezie Full time

preezie has a mission to bridge the gap between the online and in-store shopping experiences so we built the world’s first retail experience platform. We work with retail partners all over the world. Some of our success stories include brands like Lorna Jane, Baby Bunting and Shaver Shop. We are changing the retail and ecommerce landscape one experience at a time. We are building a team and company that will be spoken of alongside brands like Afterpay, Canva and Atlassian. Having successfully closed a Series A funding round led by Afterpay-backed Touch Ventures, we are now at the stage of our journey where we need a Customer Success Lead to take our Customer Experience to the next level.

**Why you want this role**:
**In 12 months time you will be able to look back and say you achieved amazing things such as**:

- You will be an expert in eCommerce data analysis including conversion rates, revenue, average order value and other Google Analytics metrics and preezie analytics providing insights to the customers, Product Teams and Senior Leadership
- You will be seen as a leader in the team around best practice put into place for managing key accounts
- You will have a constant lens on how to partner with Sales, Product, Tech and Support to ensure alignment and collaboration that drives the entire business forward
- You will have risk management down to a science so that we are in complete control of what resources we need to bring to bear to support the customer on the journey to success

**What we are looking for**:

- At least 6 years experience working in a Customer Success function in an E-commerce or SaaS business. If not that then complex software or other digital models
- Demonstrated success in managing key accounts
- Team leadership would be an advantage
- Demonstrated success providing insights on how to manage the entire customer journey and integrating it into our model
- Someone who can handle the changing dynamics of a start-up environment

**What’s next?**:

**What success looks like**:

We are building a team and company that will be whispered alongside brands like Shopify, Canva and Atlassian. The Customer Success Lead is a critical component that growth by ensuring customers love preezie, don’t churn and assist us in our growth.
We are looking for someone who has proven ability to learn and grow and appreciation of the retail space who may not have been given the opportunity to grow, take ownership of their work and truly see their direct value within a company. This person will have the ability to learn different aspects of what we do and shape their own role and position. Further to that, preezie also offers a ESOP, meaning for the right person we are willing to offer you equity and shares so we all win together.

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