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About the role
Key responsibilities & impact- Lead Customer Success projects and initiatives, ensuring objectives, timelines, and outcomes are delivered effectively.
- Manage onboarding, training, coaching, and ongoing professional development for Customer Success team members.
- Define, implement, and continuously improve customer lifecycle processes and customer engagement touchpoints.
- Standardise customer communications, templates, and success planning approaches across customer segments.
- Act as an escalation point for complex customer situations, ensuring timely resolution while supporting team learning and development.
- Manage key customer relationships, helping customers realise value from their investment and supporting product adoption.
- Monitor and improve Customer Success performance metrics, including customer retention, adoption, customer health, customer satisfaction, and team effectiveness.
- Collaborate with Sales, Support, Product, and other teams to improve the customer experience and align customer-facing activities.
- Use customer feedback, operational data, and performance metrics to identify opportunities for process improvement.
- Support workforce planning and operational readiness during periods of increased customer demand.
Requirements
What you’ll need- 5+ years of experience in Customer Success, account management, or a related customer-facing role within a SaaS environment.
- Experience leading teams and coordinating work across cross-functional stakeholders.
- Experience developing and improving customer lifecycle processes, customer engagement programs, or customer success operations.
- Demonstrates a customer-focused approach and uses customer insight to inform decisions and improvements.
- Strong analytical capability, using data, performance metrics, and structured problem-solving approaches to support decision-making.
- Strong organizational skills and attention to detail.
- Communicates clearly and effectively with customers, colleagues, and stakeholders across a range of communication channels.
- Experience using data, reporting tools, automation, or AI-enabled solutions to improve customer outcomes, team effectiveness, or operational performance.
Benefits
Comp & perks- Competitive salary with bonus opportunities
- Flexible work schedules
- Comprehensive health and wellness benefits
- Flexible time off plans
- Career growth through development programs
- Collaborative, innovative culture
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer SuccessAccount ManagementCustomer Engagement ProgramsPerformance MetricsProcess Improvement
Soft Skills
Organizational SkillsAttention to DetailClear Communication