Customer Success Director
Onside, Australia
Job Description
Onside is a dynamic and fast-growing Agri-tech SaaS business with a vision to power the world's biosecurity. Currently in the scale-up phase, expanding rapidly and thinking globally, our team and high-performance culture reflect the business. Offering an innovative workplace where our team lives and breathes Onside's standards and rituals.
As the Customer Success Director, you will lead a high-performing Customer Success team to deliver customer satisfaction, engagement and retention. You'll drive value for our customers by harnessing a culture of exceptional customer support and partnership, within a scalable, repeatable onboarding, activation and retention model.
Responsibilities
- Lead the customer success team, setting objectives, coaching, and fostering culture of innovation and customer centricity
- Develop and implement a customer success strategy to drive adoption, engagement, retention, and satisfaction
- Support the management of key accounts, acting as trusted advisor and fostering long-term relationships
- Collaborate with cross-functional teams to ensure customer success is embedded throughout the business
- Identify opportunities for process improvements and optimisations to enhance customer success team efficiency and customer experience
- Monitor customer health and usage data to identify trends, risks, and proactive engagement
- Develop and deliver success metrics, reports, and dashboards to track performance and drive decision-making, owning the retention forecast for reporting to the Leadership team and Board
- Be the voice of the customer internally, and advocate for customer needs in relation to product developments and industry changes
Requirements
- Proven senior SaaS leadership experience in customer success, driving customer retention through demonstrated practices of reducing churn and contraction and delivering strong NPS
- Experience defining and implementing a scalable customer experience strategy from early stages
- A strong background in scaling and leading high-performing Customer Success teams
- Exceptional communication and interpersonal skills, with a passion to build strong relationships with customers and internal stakeholders
- Analytical and digital-first mindset with the ability to leverage data for informed decision-making and to evaluate the effectiveness of initiatives
Benefits
We're expanding in every direction think new places, teammates, and knowledge. So, when you join us, you'll dive into all sorts of exciting experiences and grow your career. Our dog-friendly office in the heart of Richmond is buzzing with a high-performing team working together to solve problems to achieve a common goal - to connect rural communities.