Customer Success Lead

1 week ago

Sydney, New South Wales, Australia Audience Republic Full time

About Audience Republic

Audience Republic is an all-in-one CRM and marketing platform built for events and venues. We work with some of the biggest names in the world—powering events featuring artists like Taylor Swift, Paul McCartney, Post Malone, Elton John, RÜFÜS DU SOL, ODESZA, and Flume.

What You'll Do

As the Customer Success Lead, you'll manage a high-performing team of 2x Customer Success Managers and 1 Customer Support Representative, while also owning a portfolio of customers across Australia & New Zealand. You'll work with venues, festivals, concert promoters, and artists to maximize impact, ensure seamless onboarding, and deepen long-term relationships. Your mission: drive retention, revenue growth, and product adoption - helping our customers get the most out of Audience Republic.

Your key responsibilities include:

- Lead & Inspire the Team - Coach, mentor, and develop your team to consistently deliver exceptional results.
- Customer Onboarding & Activation - Guide new customers through onboarding for a smooth, high-impact activation.
- Product Adoption & Engagement - Monitor customer health scores, usage data, and trends to drive proactive engagement through regular check-ins, QBRs (Quarterly Business Reviews), and strategic consultations.
- Retention, Growth & Upsells - Drive retention, expansion revenue and upsells by demonstrating additional value.
- Churn Prevention & Risk Mitigation - Identify at-risk accounts early and implement strategic action plans to prevent churn.
- Collaboration & Cross-Functional Communication - Problem-solve issues proactively, working cross-functionally with Product and Support.

Who You Are

We're looking for someone who is:

- Experienced in SaaS Customer Success - At least 3+ years in a Customer Success role within a SaaS company.
- Startup-Proven - Comfortable working in a fast-paced startup environment, with a self-starter mentality and a solution-focused approach.
- Ownership-Driven - Takes full responsibility for managing their book of business like an entrepreneur.
- Industry Knowledge (Nice to Have) - Experience in the music or events industry is a plus but not required.

How We Work

These aren't just values—we live by them:

- #Customer Obsessed - You'll be obsessed with our customer, becoming an expert on their problems and how to solve them. You'll be focused on contributing to an amazing experience for our customers.
- #Raise The Bar - You are always pushing the boundaries of what you are capable of. You'll be constantly improving and levelling up your skills.
- #Massive Impact - You think like an owner, and always focus on making an impact on collective goals, not just your own individual goals.
- #Hungry & Humble - You really want it, are resilient and tenacious. You have a strong work ethic, but also have the humility to receive feedback, or be open to new approaches.

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