Weel is Australia's leading spend management solution, providing software to help businesses streamline and control company-wide spending.
We're looking for a Customer Success Lead to champion a customer-first mindset and drive growth at Weel. You'll lead a talented team of CSMs, set the strategic direction for the function, and play a key role in customer expansion and net retention.
Key Responsibilities
* Drive customer outcomes, product adoption, and customer experience.
* Influence future lifetime value through high product adoption, customer satisfaction, and improved customer health scores.
* Reduce churn and drive new business growth by fostering greater advocacy and reference-ability.
* Define and optimise the customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation.
Revenue Expansion & Growth
* Expand revenue within accounts through cross-sell and up-sell opportunities.
* Increase customer satisfaction to drive retention and loyalty.
Cross Functional Collaboration
* Work with the Sales Director and leadership team, to develop and implement a company-wide customer success strategy, integrating process, content, and data with key stakeholders, including Marketing, Product/Engineering, Sales, Customer Support.
* Foster collaboration between all departments, aligning on strategies, forecasting, opportunities etc.
Team Leadership
* Lead, build and inspire our Customer Success team.
* Maintain a high-performance, focusing on skills development and coaching.
Our Culture
We believe in a culture of collective accountability, where every team member's contribution is valued as the key to our success. Our values are: bias towards action; relentlessly exceeding customer expectations; collective accountability; and speed through simplification.
We celebrate uniqueness and diversity of experiences because we know that bringing together different points of views is our strength.
At Weel, we're committed to fostering an inclusive and equitable workplace that promotes and values diversity: a place where everyone can bring their authentic, whole selves to work.