Audience Republic is an all-in-one CRM & marketing platform for events and venues. Our customers are some of the largest names in the world — including events featuring artists like Justin Bieber, Post Malone, RUFUS DU SOL, ODESZA and Flume.
We are a fast growing technology startup in B2B SaaS, and have raised $9M from investors. Our team is based across North America, United Kingdom, Europe and APAC.
The Role
Are you looking to join the leadership team for a B2B SaaS startup in Sydney? As Customer Success Lead, you'll be responsible for Customer Success as a department, driving our retention, expansion and client satisfaction. You'll manage our tight-knit team of 3x CSMs and 1x Support based in APAC and North America. You'll be commercially savvy, people and process-oriented leader, who thrives in a startup environment—equally adept at leading a team and rolling up your sleeves as an individual contributor.
🔥 What will you do?
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Lead and manage a high performing customer success team
- Build & lead a team of high performing CSM's (Currently 3x CSMs, 1x Support) - across APAC and North America
- Create rapid on-boarding process for new team members, including playbooks and policies
- Mentor the team, and encourage their continuous learning & improvement
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Drive customer success outcomes
- Increase renewal rates and reduce customer & revenue churn
- Expand our revenue in accounts through driving expansion revenue through upsells, cross sells and upgrades
- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
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Drive new business growth through greater advocacy and reference-ability (testimonials, case studies, reference clients etc)
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Define and optimise customer success processes
- Map customer journey and client engagement process
- Develop listening points in journey (e.g., usage, satisfaction, etc.)
- Standardize interventions for each point in journey
- Define segmentation of customer base and varying strategies
- Identify opportunities for continuous improvement
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Learn from best practices in industry
- Manage Customer Success Activities: Onboarding, Training, Client Support, Renewals, Cross-sell / Up-sell, Advocacy
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Measure Effectiveness of Customer Success
- Define operational scorecard metrics for team and individuals (leading and lagging indicators)
- Establish system for tracking metrics
- Create cadence for review within team
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Expose subset of metrics to leadership team, company and board
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Enhance Effectiveness and Efficiency Through Implementing Technology
- CRM/Customer success management platform
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Customer support systems
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Data analysis and reporting
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Align Customer Success With Other Departments
- Align with Marketing around marketing to existing clients
- Align with Product around driving product roadmap based on client feedback
- Align with Sales around creating a smooth handover experience
- Align with Finance around retention metrics & forecasting
- Drive company-wide definition of ideal customer
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Create company-wide customer feedback loop
✅ You are someone who
- Has at least 5 years experience in Customer Success for a B2B SaaS startup
- Has at least 3 years experience in a Customer Success management role at Director level or above
- Are located in Sydney and willing and able to work from our Sydney office
💜 How do we work?
- #Customer Obsessed - You'll be obsessed with our customer, becoming an expert on their problems and how to solve them. You'll be focused on contributing to an amazing experience for our customers.
- #Raise The Bar - You are always pushing the boundaries of what you are capable of. You'll be constantly improving and levelling up your skills.
- #Massive Impact - You think like an owner, and always focus on making an impact on collective goals, not just your own individual goals.
- #Hungry & Humble - You really want it, are resilient and tenacious. You have a strong work ethic, but also have the humility to receive feedback, or be open to new approaches.