AddressOur Client is passionate about improving the safety of where we all live and work in, and created an innovative, smarter way where information is digitised and easily accessible, paper waste is significantly reduced, allowing real-time compliance information. With a priority on positive, diverse, and a supportive culture, you’ll be working with an amazing team of people that care about their job and enjoy coming to work in a fast-paced and friendly “scaleup” environment.
The Head of AU will play a pivotal role in cementing a clear Customer Success strategy, structure and process to support the business growth and M&A strategy. We are seeking an agile and excellent people leader to continue to shape and deliver the customer function which is key to the company’s growth objectives. This role involves someone with strong people leadership, commercial acumen and track record of building and scaling high performing and diverse teams.
Responsibilities
- You will be responsible for the day to day requirements of the office and wellbeing of all employees in AU office, from Culture, Engagement, and Retention.
- You will be responsible for all customers, understanding their needs, providing your insights and delivering comprehensive engagement.
- You will be our customer advocate, ensuring the highest level of engagement, satisfaction and loyalty.
- You will lead a team of 25 and help scale to improve CS performance, influence people and drive revenue
- You will be able to hire, develop and coach “A players” - while rolling up their sleeves to resolve client issues and support opportunities
- You will optimise the customer experience to make it low-effort and high value
- You will influence the product, sales and marketing functions to support the customer needs and capturing growth opportunities
- You will be the key executive representing our customers in company-wide discussions
About You
Reporting to the CEO, you have at least 10 years of Customer Success experience, 4 of which have been in a leadership position and have a deep understanding of B2B and SaaS segment needs and characteristics.
- A talent magnet: CS people love working for you, they create a high-performance, fun, CS culture and they know how to hire the right people.
- Hands-on: Is comfortable ‘rolling up their sleeves’ to get things done, stepping in where needed, filling gaps in the team as the team grows.
- Drives Expansion: Focuses on expansion, is experienced at identifying and closing expansion opportunities, and is able to coach others to grow accounts.
- Data Driven: Uses data to set direction and drive performance, and is ‘scientific’ and ‘data-driven’ in their approach to growth.
- Builds Alignment: Influences internally to drive marketing, CS, operations and product development to increase alignment, focus and velocity.
