AddressReporting directly to the Chief Operating Officer (COO), you will be critical in driving the onboarding process and fostering long-term customer relationships. This is an exciting opportunity to recruit and lead a team and significantly impact their customers' journey.
High Retained Revenue Retention: You will be responsible for implementing effective Customer Success strategies that result in high levels of retained revenue. By minimising churn and ensuring ongoing customer satisfaction, they will contribute to long-term financial health and stability.
Sustained Revenue Growth: A key outcome of this role is to drive sustained revenue growth through successful onboarding, adoption, and expansion of customer accounts. The Team Leader will work closely with their team and cross-functional partners to identify opportunities for upselling and cross-selling, ultimately increasing overall revenue.
Improved Funnel Conversion: The Hands-On Onboarding and Customer Success Team Leader will be tasked with improving conversion rates from trial to paying customers. By optimising the onboarding process, implementing targeted engagement strategies, and providing exceptional support, they will ensure that customers quickly realise the value of products and services, leading to higher conversion rates and increased revenue.
Responsibilities:
- Lead and inspire a success-driven team of Onboarding and Customer Success people, providing guidance and support to ensure customer engagement and satisfaction excellence.
- Take a hands-on approach by actively participating in the onboarding & Customer Success processes and working alongside your team to deliver exceptional customer experiences.
- Develop and implement strategies to streamline the onboarding process, optimising efficiency and effectiveness while delivering an exceptional experience for each customer.
- Collaborate closely with sales, product, and support teams to ensure seamless transitions and alignment throughout the customer lifecycle.
- Take ownership of the end-to-end onboarding experience, from initial engagement to successful adoption.
- Meet key performance metrics and regularly monitor progress, driving initiatives to achieve onboarding success, customer satisfaction, and retention goals.
- Act as a trusted advisor to customers, serving as their primary point of contact for escalated issues and driving timely resolution.
- Champion a customer-centric culture within the organisation, advocating for the customer's voice and driving initiatives to improve the customer experience continuously.
- Stay informed about industry trends and best practices, leveraging insights to drive innovation and enhance the Onboarding and success processes.
- Proven leadership experience in Customer Success, onboarding, or related roles, preferably within the SaaS industry.
- Strong understanding of customer lifecycle management and demonstrated success in driving customer adoption, retention, and satisfaction.
- Excellent communication and interpersonal skills, building rapport and establishing trust with customers and internal stakeholders.
- Strategic thinker with a results-oriented mindset, capable of developing and executing onboarding strategies that drive business outcomes.
- Ability to coach, mentor, and develop team members, fostering a culture of continuous learning and growth.
- Passion for delivering exceptional customer experiences and a commitment to advocating for the customer's success.
If you are overseas or interstate or don't have a VISA, please don't apply.
Or call me, Mouse Croghan on 0404 380 *** for a confidential chat or for more information or email me at *****@pipertalent.com.au
Check out this and other opportunities at www.pipertalent.com.au
Additional information
- +5 years experience in a sales-oriented role, in technology, SaaS or finance
- Work from home, or from their office is in Unley, South Australia
- Get it at the inception of a new team at a well funded Start Up
