Customer Success Lead

**Our Story**:
At Safewill, we’re reshaping end-of-life planning in Australia, making it more affordable, personal, and accessible for all. Since our launch, we’ve grown rapidly to become one of the country’s fastest-growing tech companies. Backed by leading investors like Westpac’s Reinventure Fund, Carthona Capital, and Flying Fox Ventures, we’re scaling fast - and we need a Customer Success Lead who can drive exceptional customer outcomes while balancing business goals.

But let’s be real - working at a startup is challenging. There’s no set playbook, and you’ll be designing and refining processes from the ground up. This is a hands-on leadership role where you’ll not only drive account strategies but also empower a small team, collaborate across departments, and contribute directly to Safewill’s growth and success.

**Your Story with Us**:
As the Customer Success Lead at Safewill, you will play a critical role in supporting our charity clients and expanding into new verticals.

This position is ideal for someone with a strong background in data and analytics, a sales-oriented mindset, and experience in campaign-driven customer success for scale-ups or marketplace businesses. Your leadership will ensure we optimise customer segmentation, drive automation, and leverage CRM tools to balance exceptional customer outcomes with Safewill’s business goals.

Over the first 6-12 months, you will:
**Drive Customer Success with Data-Driven Insights**:

- Develop and execute a playbook for improving customer outcomes while achieving company goals, including renewals and will generation.
- Leverage data to create strategic account plans, monitor performance, and drive measurable results.
- Use analytics to optimise customer segmentation and implement workflows that improve efficiency and outcomes.

**Lead Sales-Oriented Account Management**:

- Manage high-value accounts with tailored strategies while scaling processes for smaller accounts.
- Collaborate with clients to drive campaign outcomes, including upsells and renewals, ensuring a strong alignment between their goals and Safewill’s objectives.

**Foster Operational Excellence**:

- Drive the adoption and effective use of CRM tools to track, automate, and enhance account management processes.
- Analyse and optimise workflows, ensuring seamless collaboration between account management, sales, and marketing teams.

**Ongoing**:

- Build and maintain strong, strategic relationships with Charities, Not-for-Profits and new verticals.
- Collaborate cross-functionally with marketing, sales, and product teams to align strategies with broader company goals.
- Continuously stay ahead of trends in data, analytics, and customer success, bringing fresh ideas to the table.
- Contribute to building a culture of results-driven, data-centric thinking within the account management team.

**Why Join Safewill?**:

- **Impactful work**: Help charities, Not-for-Profits and new verticals drive meaningful customer actions while supporting families across Australia with essential estate planning services.
- **A focus on growth**: Whether it’s building out processes, tackling new challenges, or experimenting with innovative workflows, this role is all about growth - for you, your team, and the business.
- **Professional development**: Access resources and in-house mentorship to enhance your skills in data analytics, customer success, and leadership.
- **Competitive compensation**: A generous salary package that recognises your contributions to Safewill’s success + a stake in the business with equity.
- **A chance to innovate**: Play a key role in shaping the future of account management in a tech-driven, customer-first company.

**Wondering if you should apply?***: