Head Of Customer Success

24 hours ago

Sydney, New South Wales, Australia Education Perfect Full time

As the Head of Customer Success, you will be responsible for leading and driving the overall customer success strategy for EP on a global scale. Your primary focus will be on ensuring customer satisfaction, retention, and expansion by developing and implementing effective customer success programs and initiatives. You will collaborate with cross-functional teams, including Sales, Product, and Support, to deliver exceptional customer experiences and maximise customer lifetime value.
- Develop and execute a comprehensive global customer success strategy, aligning it with the company's business goals and objectives.
- Build and lead a high-performing global customer success team, including hiring, training, and performance management.
- Define and implement customer success processes, methodologies, and best practices to enhance customer satisfaction and drive adoption and engagement.
- Measure, track and improve NRR, customer churn and other KPIs.
- Collaborate with Sales teams to ensure seamless customer onboarding, adoption, and renewal processes.
- Drive customer success initiatives that proactively identify and address customer needs, mitigate risks, and promote customer growth and advocacy.
- Foster strong customer relationships at the executive level, serving as a trusted advisor and strategic partner to key stakeholders.
- Implement customer success technology and tools, in collaboration with revenue operations, to enhance operational efficiency, data analytics, and customer insights.
- Provide regular reports and updates to the executive team on customer success metrics, challenges, and opportunities.
- Collaborate with Product teams to provide customer feedback, insights, and recommendations for product enhancements and new feature development.
- Champion a customer-centric culture throughout the organisation, ensuring customer success is a top priority at all levels.

**Requirements**:

- Proven track record of building and leading high-performing global customer success teams.
- Strong understanding of customer success methodologies, processes, and best practices.
- Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels.
- Strategic mindset with the ability to align customer success initiatives with business goals and drive results.
- Data-driven approach with the ability to analyse customer metrics and insights to inform decision-making and strategy.
- Experience in implementing customer success technology and tools, such as customer success platforms and CRM systems.
- Exceptional leadership and people management skills, with the ability to motivate and inspire a diverse team.
- Deep knowledge of the education technology landscape and understanding of customer needs and challenges in the industry.
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.

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