Customer Success Team Lead
On-siteOsborne Park, Western Australia, Australia
Job Summary
Lead the APAC Customer Success team to maximize customer value, improve retention, and strengthen executive relationships. Establish and monitor compliance processes while fostering a positive, inclusive team culture. Analyze customer health data to identify trends and recommend plans, acting as the escalation point for key issues. Train the team on playbooks, ensure adoption of tools and materials, and develop skills development plans for members. Collaborate with sales, implementation, and support teams to facilitate a seamless customer journey. Provide a feedback loop to product for enhancements and listen to the Voice of Customer to support experience initiatives. Drive continuous process improvement and execute strategies to achieve goals within set deadlines.
Required Qualifications
- Demonstrate experience leading or mentoring customer-facing function within an enterprise SaaS or technology environment
- Strong commercial acumen with experience driving retention, expansion and customer lifetime value
- Health and Safety experience and/or training and certification
- Strong interpersonal skills
- Deep understanding of what our customers are trying to achieve
- Ability to empower and lead a team
- Strategic thinking
- Collaborates well with others in the business
- Problem solver
- Understands key metrics and measurements for success of role and drives continuous process improvement and metric-based decisions
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