Head of Customer Success

1 week ago

Sydney, Australia Jivaro Full time

Newly created role giving you the chance to bring your expertise to the table
- Fun office space, great culture and working environment
- This is an awesome opportunity to join a business going through a great period of growth and leading the way in providing businesses with interactive digital solutions for their advertising and marketing needs._

**Key responsibilities**:

- Define customer success best practices and processes across our clients teams.
- Optimize, manage and oversee all relevant execution processes, making the customer experience as smooth as possible
- Line manage the team, conducting regular check ins and team meetings, ensuring decisions, plans and goals are shared
- Be the escalation point for major issues ensuring they are resolved in a timely manner
- Work cross functionally and liaise with other key departments within the business & external stakeholders
- Provide status updates as well as weekly and monthly reporting outcomes to leadership team
- Lead by example by taking a hands-on, active and executional approach with clients
- Alongside maintaining these responsibilities - you will take the role of Customer Success Manager for our clients larger clients, working closely with them to ensure they are maximizing the value of our clients digital solution

**On Offer**:

- Up to $150k package inclusive of super dependant on experience
- Fun working environment with great incentives and team environment
- Opportunity to lead the team as you implement and shape best practices of customer success
- CBD location, close to public transport

**About you**:

- You have experience in working in a customer success role, ideally within a SaaS company
- You have previous experience in managing, growing and getting the best out of a team of CSMs
- You love speaking to customers and understanding and solving their problems
- You’re happy working in a fast paced, busy and high performing environment and are adept at managing multiple priorities at a time
- Tech savvy and have a genuine interest in software and marketing.

**Key requirements**
- 3+ years Customer Success / Account Management experience with additional team management experience
- Small and Medium Enterprise (SME) experience
- Advanced customer service skill and Previous CRM experience
- Ability to do product demonstrations via video
- Exceptional time management and organisational skills
- A positive attitude and work ethic
- The desire to work in a dynamic, fast-paced environment

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